About the role
805507-Ensure SLA compliance and maintain high availability of business-critical applications/systems
- Take ownership of application downtime incidents and act as the primary escalation point during outages
- Leverage a strong development background to better understand application behavior, logs, and issue diagnosis
- Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles
- Manage major incidents with clear, timely stakeholder communication
- Oversee end-to-end application support lifecycle (incident, problem, change coordination)
- Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring
- Perform issue triage with leads/technical teams to identify root causes and drive resolution
- Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management
- Plan and execute preventive & corrective maintenance
- Track and improve incident trends, recurring issues, and service performance
- Develop MIS/operational reports and dashboards (Excel)
- Drive service reviews and continuous improvement initiatives
- Maintain documentation, SOPs, and service logs
- Demonstrate strong stakeholder management across business and IT teams
- Mentor team on incident handling, RCA quality, and support best practices
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Service Delivery Manager (Application Support & Delivery) Client: Sony Location: Culver City (4 days onsite) Role Overview Lead end-to-end service delivery for business-critical applications, ensuring high availability, SLA compliance, and continuous improvement. Leverage a strong application development and support background to drive effective incident management, root cause analysis, and alignment with SDLC and release cycles. Roles & Responsibilities
- Ensure SLA compliance and high availability of business-critical applications
- Own and manage major incidents (P1/P2) with timely stakeholder communication
- Perform application-level triage using logs, code understanding, and monitoring tools
- Align support with SDLC, release cycles, and deployment processes
- Manage end-to-end support lifecycle (incident, problem, change) using tools like ServiceNow
- Collaborate with L2/L3, development teams, and vendors to resolve issues (minimal infra dependency)
- Drive root cause analysis (RCA), defect fixes, and preventive improvements
- Track service performance, incident trends, and continuously improve delivery quality
Mandatory Skills
- Strong experience in application support and service delivery (L2/L3 environments)
- Good understanding of SDLC, release management, and production support models
- Ability to analyze application logs, APIs, and integration points
- Experience with ITSM tools like ServiceNow
- Knowledge of incident, problem, and change management processes
- Basic understanding of microservices, APIs, and distributed systems
- Strong RCA and troubleshooting skills with development insight
- Excellent stakeholder communication and incident management skills
- Experience in tracking KPIs like SLA, MTTR, and incident reduction
- Ability to drive continuous improvement and service optimization
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