Job Description:
Job Title - Service Delivery Manager.
Department -Technology
Location -Airoli NOC.
POSITION PURPOSE
To primary role involves overseeing and managing the second level of technical support for
Payment Applications (IMPS, UPI, NEFT/RTGS & AEPS). SDM plays a critical role in ensuring the
efficient and effective resolution of technical issues, minimizing downtime, and maintaining a
high level of customer satisfaction.
• KEY POSITION RESPONSIBILITIES
Sr. Key Responsibilities
1
Technical Support Leadership- Provide leadership and guidance to a team of second-level
technical support professionals, including support engineers and technicians on Payment
Channel Application
2 Escalation Point- Act as an escalation point for complex technical issues that cannot be
resolved by first-level support, ensuring timely and effective resolution.
3
Incident Management-Manage and prioritize incident tickets, ensuring that service
disruptions and technical issues are resolved efficiently within established service level
agreements (SLAs).
4 Problem Resolution- Lead efforts to identify the root causes of recurring or widespread
technical problems and implement long-term solutions to prevent them from reoccurring.
5 Resource Management-Allocate resources effectively to address support tickets, balancing
workload among team members to optimize efficiency.
6
Technical Expertise-Maintain a deep technical understanding of the IT systems,
applications, and infrastructure being supported, and provide technical guidance to team
members.
7
Customer Interaction- Interact with end-users, internal stakeholders, and customers to
understand their technical issues, provide updates on resolution progress, and ensure a
high level of customer satisfaction.
8
Process Improvement-Continuously improve support processes and workflows to enhance
efficiency and effectiveness, often leveraging ITIL (Information Technology Infrastructure
Library) best practices.
9 Documentation-Ensure that all support activities, incident resolutions, and problem-
solving processes are well-documented for reference and reporting.
10 Training and Development- Identify training needs for support team members and
facilitate training programs to enhance technical skills and knowledge.
• QUALIFICATIONS AND EXPERIENCE REQUIREMENT
Qualifications
Essential A bachelor’s degree in relevant field along with experience in domain of IT
support and management.
Preferred Degree in relevant field such as computer science, information technology or a
related discipline.
• Organization network and Interlinkages (To understand who are your Stakeholders)
Internal:
External:
• COMPETENCY
• Technical Skills
Skill
• Network management
• Server management
• Database ( Oracle, SQL)
• Incident Management
• Good knowledge on Java, .NET and Log application.
• Solution Oriented for the applications.
• Behavioral Skills
Competencies Attribute
Professionalism To conduct your duties with good judgment and in good faith
Respect To be sensitive and responsible for what we say and do
Excellence To act in a manner that earns the trust and admiration of others
Entrepreneurial To be enterprising and take ownership of our actions
Teamwork Working collaboratively to achieve the common goals and be
successful together
Skill:
Network, Server & Incident management, Java, .NET and Log application.
