Support Service Delivery Manager

Manage 24X7 L2 Support team of offshore.

Define and communicate the application support policies, procedures and SLA to the relevant parties.

Define action and work plans to address the issues based on priority and SOP.

Develop and implement support process for managing Service Delivery.

Identify and define appropriate data sources, tools and techniques for extracting application support data Monitor and review service levels.

Arrange, assign, adjust and monitor shifts to have apt coverage.

Provide regular status reports to management on support metrics and SLA adherence.

Prioritize issues raised and get them resolved accordingly.

Coordinate escalation and resolution of major service issues.

Report promptly to management and business partners regarding critical outages until resolution.