Apply: Senior Service Delivery Manager

Requirement:

-Minimum 10 years of experience, Support project experience with LS domain knowledge.
-ITIL knowledge is a must, should have worked in support engagements.  

Job responsibility:

-Lead the L2/L3 team for a specific tower to ensure that all the applications under that tower are supported adhering to SLAs.
-Interface with key application stakeholders to ensure that they are satisfied with the support, services and processes that are being followed.
-Ensure quality of services, customer satisfaction.
-Liaise with Service Assurance, application managers in review of processes, deviations.
-User account management request, User incidents and queries. 
-Focuses on proactive maintenance, root cause analysis and permanent fixes to improve application stability. 
-Operational Changes
–Design, Build, testing and implementation of changes due to application defects Preventive Maintenance.
-Work on Change Requests initiated by business / IT for any application changes that warrant any functional specification changes.
-Conduct problem Investigation and perform fixes.
-Resolve tickets in a timely manner and within defined SLAs.
-Work closely with other (third party/Alcon) interface groups and support teams at other support levels to quickly resolve issues.
-Manage and enhance the Alcon knowledge repository with updates of resolutions and FAQs.