Role Overview:
Lead end-to-end service delivery for business-critical applications, ensuring high availability, SLA compliance, and continuous improvement. Leverage a strong application development and support background to drive effective incident management, root cause analysis, and alignment with SDLC and release cycles.
Roles & Responsibilities
Ensure SLA compliance and high availability of business-critical applications Own and manage major incidents (P1/P2) with timely stakeholder communication Perform application-level triage using logs, code understanding, and monitoring tools Align support with SDLC, release cycles, and deployment processes Manage end-to-end support lifecycle (incident, problem, change) using tools like ServiceNow Collaborate with L2/L3, development teams, and vendors to resolve issues (minimal infra dependency)Drive root cause analysis (RCA), defect fixes, and preventive improvements Track service performance, incident trends, and continuously improve delivery quality Mandatory Skills Strong experience in application support and service delivery (L2/L3 environments)Good understanding of SDLC, release management, and production support models Ability to analyze application logs, APIs, and integration points Experience with ITSM tools like ServiceNow Knowledge of incident, problem, and change management processes Basic understanding of microservices, APIs, and distributed systems Strong RCA and troubleshooting skills with development insight Excellent stakeholder communication and incident management skills Experience in tracking KPIs like SLA, MTTR, and incident reduction Ability to drive continuous improvement and service optimization
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