Delivery Manager|| 10 to 13 yrs || Mumbai

Delivery Manager || 10 to 13 yrs || Mumbai-Airoli

General Responsibilities

• Work with Technology teams to ensure smooth delivery within the shift
• Ensure technology teams deliver to SLA defined for the project
• Drive Major Incidents
• Act as bridge between various operations teams for driving cross technology issues and incidents
• Incident coordination management (transversal critical incidents)
• Problem integration management (transversal problems coordination)
• Change integration management (CAD, PIR, transversal change coordination)
• On call management
• Manage critical escalated incident / Transversal for any decision or any approval (During off and business hours)
• Manage issue if any during Major/ Transversal Change execution
• Manage Major incident (communication & co-ordination)
• Vendor Management
• Data center access
• SLA related escalation follow up with technical team (call received from Monitoring team)
• Urgent/Emergency Change approval.
• On call Report to be sent at 7:00 AM CET
• Escalation management
• Manage Client Escalation
• Takes accountability for all Escalation
• Track Escalation till closure with regular update
• Defined Escalation levels in the form of an Escalation Hierarchy.
• Updated escalation contact sheet.
• Interface with Customer in case of MIM and Crisis
• Interface with Technology tower leaders for all transversal operations


• Engineering Diploma / Degree or Non-engineering College Degree;
• Strong communication and interpersonal skills among vendors, clients, peers, and executives;
• Strong presentation skills to present and possibly persuade to achieve the desired outcome/results;
• Strong analytic skills to review present situations and make recommendations for the long term, including but not limited to:
• Ability to think through problems and make decisions.
• Position must be available/reachable during hours of operations to resolve any issues that arise;
• ITIL certification / Knowledge of QMS



Nirmala B