Service Delivery Lead (OSB L3/SDM)
Hybrid
Gurgoan
Posted 9 months ago
| Role | Service Delivery Lead (OSB L3/SDM) |
| Years of Experience | Graduate Engineer Computer Science/IT or related field with minimum 10+ years of Experience in relevant skills |
| Domain | Banking & Financial Services |
| Skillset | Primary Technology: Oracle Fusion Middleware 12c(Oracle Service Bus, SOA) Oracle OSB 12.2.1.4 Oracle SOA 12.2.1.4 Oracle Weblogic 12.2.1.4 Oracle SQL Technology Skills: Hands on Experience in Oracle Fusion Middleware 12c(Oracle Service Bus, SOA) to build integration with various On-Prem applications like Oracle Financials, Order Management, Oracle WMS, Oracle iExpense, Oracle ERP, CMMS,Trackwise, Oracle Purchasing, Clinical MDM, Preclinical Safety Visualizations, STARS, Operations Data Reporting, HireRight, HR Payroll Ops Portal, Concur. Hands-on experience in DB,File, JMS, FTP, SOAP, REST, Technology adapters Hands On Experience using BPEL, OSB, Human workflow, Business rules, JDeveloper, XML, XSD,SOAP/WSDL, REST and other protocols. Hands on experience on data transformation using XQuery, XSLT Hands on experience on with Oracle SQL Strong experience in designing integration on FMW. Have very good understanding of SOA principles and best practices, development methodologies and standards. Familiar with different integration design patterns Working knowledge of deployment process and tools for source control, automated build, and testing. Strong teamwork skills as well as the ability to work in a customer environment and operate independently Experience trouble shooting middleware integrations. Have exposure to Oracle SaaS concepts. Support Project Skills: Experience in Managing the delivery of AVM project Experience in IT Service Management Process Sound knowledge on ITIL processes such as Incident Management, Problem Management, Change Management, Configuration Management, Release Management, and Escalation Management. Should be able to drive and influence other resources to follow standard processes. Escalation of problems in a timely manner as per the escalation matrix. Experience in tracking and reporting AVM metrics Experience in working onsite-offshore model. Exceptional written and verbal communication skills. Exceptional Customer/Stakeholder Management Ability to perform with a team /coordination skills/ability to meet deadlines and work well under pressure Interpersonal sensitivity and customer responsiveness with good spoken and written communication skills, team working skills & require shift operations. Ability to communicate technical contents and vendor management. Adhere to SLA response and resolution times and ensure cases are regularly updated. |
| Roles & Responsibilities | The Service Delivery Lead (SDL) is responsible for making sure that services are being seamlessly delivered to Clint. This role will oversee a variety of tasks such as leading Support teams, monitoring and management of all open tickets, monitoring progress of ticket resolution, tracking KPIs ensuring close interactions with the Supplier team and Client. The key responsibilities of the SDL include; Leading Service delivery for all BAU RUN operations to ensure optimal service; Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary; Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews; Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery; Developing a deep understanding of the client IT landscape to gain insights into the scope of service delivery; Taking accountability for service delivery performance, meeting customer expectations, and driving future demand; Analysing third-party as well as internal processes, and creating strategies for service delivery optimization; Being a Single Point of Contact for all queries from the client Leadership; Presenting services report (with detailed insights) to the client leadership in monthly meetings; Supplier representative in all appropriate meetings with the client & its partners; Part of the governance council between supplier & the client; and Being the single point of escalation for all service-related issues. Responsible for governance oversight for transformation projects including any other specific project undertaken by the Supplier; |
| Work Location | Gurgaon, India |
| Support Window IST | 24 * 7 L3 Support/SDM – 8 x 5 & Oncall Support for P1 tickets |
Job Features
| Job Category | IT |
| Experience | 10Years to 14 Years |
| Skills | SDM/OSB (FMW Service Delivery Manager) |
| Education | Any Graduate |