Service Delivery Manager

We are hiring a hands-on Service Delivery Manager to run day-to-day production support for our Big Data and data integration platforms. You will lead a support pod of L1/L2/L3 engineers, act as incident commander for critical outages, own SLA delivery, and drive the automation agenda that removes recurring manual work.

Key Responsibilities

Incident & Problem Management

• Act as incident commander for P1/P2 production outages drive triage bridges, coordinate cross-team resolution, and manage business communication until service restoration.
• Own and deliver Root Cause Analysis (RCA) documentation within agreed SLAs; track corrective and preventive actions to closure.
• Run problem management for recurring issues; convert known errors into permanent fixes rather than repeated workarounds.

SLA & Metric Governance

• Track, report, and enforce response and resolution SLAs across the ticket queue; manage backlog, ageing, and breach risk proactively.
• Publish weekly and monthly KPI packs MTTR, MTTD, SLA compliance, ticket volume and trend, availability, automation savings to leadership.
• Own the operational review cadence with business and technology stakeholders.

People & Team Leadership

• Manage 16/7 or 24/7 rotational support rosters, shift handovers, on-call schedules, and holiday coverage.
• Mentor and coach support engineers; build technical depth and runbook discipline across the team.
• Conduct performance reviews, goal setting, and development planning; participate actively in interviewing, hiring, and onboarding.

Automation & Continuous Improvement

• Identify high-frequency, high-effort manual tasks and replace them with automation scripts, self-healing routines, and auto-remediation.
• Improve monitoring and alerting frameworks to shift from reactive to predictive detection; reduce alert noise and false positives.
• Maintain and continually improve runbooks, knowledge base articles, and standard operating procedures.

Cross-Team Collaboration

• Partner with software engineering, DevOps, and product teams to review upcoming deployments and assess release readiness.
• Represent support in CAB and change approval forums; enforce operational readiness criteria before production releases.
• Feed stability pain points, defect trends, and supportability gaps back into the development backlog.

Must Have

• Hands-on experience supporting Hadoop ecosystem components (HDFS, Hive, Spark, YARN, Sqoop, Oozie).
• Working experience with IBM InfoSphere DataStage — job design, scheduling, failure triage, and performance troubleshooting.
• Strong Splunk skills — building queries, dashboards, and alerts for log analysis and monitoring.
• Strong SQL for data validation, reconciliation, and issue investigation.
• Scripting/programming in Python, Java, or Shell for automation and tooling.
• ITIL-based Incident, Problem, and Change Management; ServiceNow or JIRA.
• Linux/Unix fundamentals and job scheduling tools (Control-M, Autosys, Airflow).

Good to Have

• Cloud data platforms (AWS, Azure, GCP), Databricks, or Snowflake.
• CI/CD and DevOps tooling exposure (Jenkins, Git, Ansible).
• ITIL v4 Foundation certification.