Service Delivery Lead

• Act as the first point of contact within the IT Monitoring Center for all system alerts and incidents.
• Monitor IT infrastructure and applications to proactively identify incidents and potential service disruptions.
• Log, categorize, prioritize, and track incidents according to defined SLAs and ITIL best practices.
• Perform initial troubleshooting and analysis to restore service quickly where possible.
• Escalate incidents to appropriate technical teams with accurate and complete documentation.
• Coordinate incident resolution activities to minimize business impact.
• Own and support Change Implementation, Problem Management, Capacity Management, Performance Management, and Continuous Improvement processes.
• Prepare and present Root Cause Analysis (RCA) and Critical Incident Reports.
• Ensure proper documentation of incidents, procedures, and operational knowledge.
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• Excellent verbal and written communication skills for clear coordination and reporting.
• High attention to detail and accuracy in documentation.
• Strong analytical and problem-solving mindset.
• Ability to make quick, informed decisions during critical incidents.
• Team-oriented with strong collaboration and stakeholder management skills.
• Proactive attitude with a continuous improvement mindset.

Strong understanding of IT Service Management (ITIL) frameworks and processes.
Hands-on experience in incident logging, categorization, prioritization, and escalation.
Experience managing and supporting Microsoft Cluster environments.
Solid knowledge of Linux and Windows operating systems.
Experience with or working knowledge of OpenShift platforms.
Familiarity with Cisco ACI and F5 load balancers.
Basic knowledge of database technologies including MS SQL, Oracle, DB2, and SAP HANA.
Strong data analysis skills to interpret monitoring alerts and performance metrics.
Experience in Change Implementation, Problem Management, Capacity Management, Performance Management, and Continuous Improvement processes.