Service Delivery Manager (L1 Application Support) - Pune

Experience: 5 10 Years
Role: Service Delivery Manager (L1 Application Support)
Location: Pune
Work Mode: Onsite

Responsibilities:

• Own end-to-end L1 Application Support delivery and ensure SLA, KPI, and CSAT targets are met
• Lead, mentor, and develop the L1 support team, including shift rosters, workload allocation, coaching, performance reviews, and succession planning
• Build a high-performance, accountable team culture and manage attrition, engagement, and skill development
• Drive call and ticket reduction through data-driven analysis
• Track incident trends, repeat incidents, MTTR, and backlog
• Manage customer escalations and major incidents
• Ensure L1 adherence to SOPs, triage standards, and KEDB usage for first-time resolution
• Partner with L2/L3 teams to identify recurring issues and implement permanent fixes
• Lead RCA reviews and ensure corrective and preventive actions are closed
• Drive Problem Management and KEDB governance
• Lead the automation team: identify and prioritize automation opportunities, define requirements, and track delivery and adoption
• Review and guide the team's PL/SQL and Java automation work for quality, reusability, performance, and maintainability
• Guide the teams toward modern tools, practices, and current technology trends to improve the service and its processes
• Run Daily, Weekly, Monthly, and Quarterly governance reviews
• Track risks, issues, dependencies, and action items to closure
• Ensure continuous audit readiness and timely closure of audit observations
• Ensure compliance with client policies, ITIL processes, and regulatory requirements (IRDAI or equivalent)
• Lead service stabilization and process improvement initiatives
• Prepare executive-level presentations and governance reports.

Must-Have Skills:

• General Insurance domain: Policy Administration, Claims, Underwriting, Renewals, Endorsements, Customer Service Operations
• TCS BaNCS Insurance platform experience (highly preferred)
• Proven people management experience leading L1 / application support teams in a shift-based environment
• Application and Production Support Management
• ITIL: Incident, Problem, Change, and Service Request Management
• Strong SQL and PL/SQL (able to review stored procedures, packages, and scripts, and guide the team)
• Working knowledge of Java (able to review code and guide the team on automation development)
• ServiceNow / JIRA or similar ticketing tools
• Hands-on automation exposure and experience leading or guiding an automation team
• Advanced Excel: Pivot Tables, XLOOKUP/VLOOKUP, Power Query, dashboards, trend analysis
• KPI and SLA reporting; ability to identify call reduction opportunities from support data
• KEDB, RCA governance, Problem Management, Service Improvement Plans
• Strong PowerPoint skills; experience presenting in client governance reviews and to CXO-level stakeholders.