Technical Service Delivery Manager
Core
First-gate triage and L3 support oversight for Java-based applications, ensuring clear root cause analysis before escalation to development.
Role type
Senior IC Technical Service Delivery Manager (L3 Support)
Builds
Stable production applications and services for global brands
Domain
Software development and IT service management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Java application support, incident diagnosis, root cause analysis, team coordination, regression testing, ServiceNow, Jira
Preferred skills
QA automation, ITIL practices, Agile methodologies, consulting experience
Technologies
Java, ServiceNow, Jira
Responsibilities
Conduct primary assessment of user issues before escalation; guide support team in reproducing issues and distinguishing defects from configuration/data problems; oversee analysis of application logs and source code; ensure escalated issues include clear documentation and root cause analysis; manage configuration updates and data corrections; coordinate regression testing; monitor service metrics (response/resolution times, escalation rates); act as liaison between business stakeholders and development teams.
Seniority
Senior, hands-on IC with team oversight