Service Delivery Lead - Application Support

Job Title: Service Delivery Manager – Application Support (BFSI IT Operations) Location:

Mumbai Experience:

7+ Years Notice Period:

Immediate / Early Joiners Preferred Employment Type:

Full-Time Role Overview We are looking for an experienced

Service Delivery Manager – Application Support

to lead large-scale production support and IT service operations for BFSI clients. This role is primarily focused on

24/7 application support, ITIL-driven service management, SLA governance, and operational stability

of mission-critical BFSI platforms. The ideal candidate must have hands-on experience managing L1/L2/L3 support teams, handling escalations, driving RCA, and ensuring seamless service continuity in high-availability environments. Key Responsibilities 1. Application Support & Production Operations Lead end-to-end

24/7 production support

for critical BFSI applications. Manage L1/L2 (and coordinate with L3) support teams ensuring SLA adherence. Oversee incident triaging, backlog reduction, and ticket resolution within defined timelines. Drive ITIL processes – Incident, Problem, Change, and Access Management. Validate releases and deployment activities with zero business disruption. Ensure availability, stability, and performance of applications in BAU mode. 2. SLA/KPI Governance & Operational Reporting Own SLA/KPI tracking, breach analysis, and service improvement plans. Prepare daily/weekly/monthly dashboards (incident trends, uptime %, MTTR, backlog, change success rate). Conduct service review meetings with client stakeholders. Manage escalations and ensure effective communication during major incidents (P1/P2). 3. Stakeholder & Client Management Act as single point of contact (SPOC) for application support delivery. Coordinate between client stakeholders, infra teams, DB teams, and release teams. Drive smooth transition of new applications into support. Ensure clear communication during outages and critical business events. 4. Compliance, Audit & Governance Support internal and external audits related to IT operations. Ensure process documentation, SOP adherence, and knowledge repository updates. Maintain governance rigor aligned to BFSI compliance requirements. Conduct operational reviews and periodic health checks. 5. Root Cause Analysis & Continuous Improvement Lead detailed RCA for recurring and high-severity incidents. Identify automation opportunities to reduce repetitive incidents. Drive preventive controls and long-term fixes. Implement process improvements aligned with Lean/continuous improvement principles. 6. Team Leadership Manage and mentor large teams (50–120+ associates). Conduct daily huddles and service performance reviews. Ensure skill enhancement and technical upskilling. Build a stable, high-performing support culture. Required Skills & Experience 7+ years of experience in

Application Support / IT Service Delivery within BFSI domain . Strong expertise in ITIL processes (Incident, Problem, Change, Access). Experience managing

24/7 support environments . Hands-on exposure to production support of mission-critical banking/financial systems. Strong SLA/KPI governance and reporting expertise. Experience handling major incidents and client escalations. Exposure to audit and compliance requirements in BFSI. Strong stakeholder management and communication skills. Technical Skills ITSM Tools (ServiceNow / Remedy / similar) SQL (basic troubleshooting, query validation, log analysis) MS Excel (dashboards, pivot reports), PowerPoint (governance decks) Understanding of application deployment & release lifecycle Collaboration tools – MS Teams, Outlook Ideal Candidate Profile Strong operational ownership mindset Hands-on problem solver (not purely governance-focused) Calm under pressure during production outages Data-driven decision-making approach Immediate / early joiners preferred