Service Delivery Lead (SDL)

Job Description:

• The primary responsibility is to guide the team when they need assistance.
• Escalation point for engineers for technical and process related issues
• Assist Managers

Key Responsibilities:
Team Leadership
• Manage and guide a team of senior and junior IT specialists who perform operational and project tasks during work shifts. During the shift, you extract best out of the available team.
• Familiarize the team with the customer needs, specifications, design standards, techniques and tools to support task performance. Also clarify any process related question the shift engineers might have.
• Utilize staff strengths, mentor staff in weak areas and identify areas for improvements and trainings
• Track L1, L2, L3 staff performance and work with managers for the improvement. Review the team members performance
• Review SOPs prepared by team members and suggest improvement
• Help team technically with escalated incidents and requests.
• Interview, select and onboard new technical members
Technical Leadership
• Work on multiple projects and operational activities both as a lead and team member
• Responsible for leading and executing technical discovery and deployment deliverables
• Implement, maintain, review and troubleshoot setups in distributed server infrastructure, platforms and related technologies (e.g. Windows Servers, Rack/Blade Systems, VMware Infrastructure)
• Assist service delivery team to prepare required documentation like HLD, LLD and Test Plan and prepares execution plan & WBS required for the project implementation and review the documents required to execute any minor or major changes in the environment
• Establish best-practices based configurations in support of customer requirements

Process Leadership
• Daily Shift reports review and escalation
• Identifies tasks that keep recurring e.g. server builds, and get procedures and checklists created. Identify areas for automation and work with managers to get it done.
• Go over frequent and persistent alerts and bring up observations and action items to discuss with seniors and Peers for further actions
• Assist service delivery manager in customer onboarding, meeting SLAs, customer satisfaction, project planning and execution
Incidents & Requests
• Identifies risky changes, and works out a contingency plan and is primary owner for incident reports that get sent to customers for major incidents and issues.
• Escalate issues which cannot be resolved to seniors and peers
• Assist service delivery manager and other seniors: When he/she requests validation of work done or analysis of a new customer request, review the work or ticket.
Quality
• Track, report and improvise quality of deliverables (incident/problem solution, requests and project deliverables. Introduce innovative ideas to make it repeatable and sustainable practice for the team
• Introduce innovative ideas for quality improvements
Customer Interaction
• Interact with the various stakeholders on technology and process
• Attend customer CR review meetings to clarify any queries and get it approved
• Assist Service delivery managers for improvement in customer satisfaction
• Identify process and technological improvements and assist Service delivery managers to present it to customer

Skills

Must-to-have-Skills: • Prior Working Experience in Windows Server administration • Must have prior experience of onsite-offshore delivery model and should have directly worked with US/European customers and colleagues • Must have ITIL process knowledge Good-to-have-skills • Prior Working Experience o With an ISP/Managed Services/IT Services company is preferred o A strong plus would be breadth of technical experience (Azure, AWS, VMWare, Hyper-V, Active Directory, exchange). o Various blade systems (IBM, HP, DELL, UCS, Nutanix etc...) o Working knowledge on Linux is strong plus o Windows server patch management using tools such as WSUS, SCCM, LANDesk, Shavlik etc... • Relevant certifications (ITIL, MCSE-Server, MCSE-Exchange, VCP etc..) will be a strong plus