Technical Service Delivery Specialist

Role Overview

Key Responsibilities

• Monitor service performance and ensure compliance with agreed SLAs and KPIs.
• Coordinate with Development, DevOps, QA, Infrastructure, DBA, Cybersecurity, and other technical teams.
• Follow up on incidents, escalations, technical issues, and service requests until closure.
• Track recurring incidents and ensure root-cause analysis and corrective actions are completed.
• Coordinate releases and production changes, ensuring required approvals and testing are completed.
• Provide timely updates to business stakeholders on service issues, risks, and resolution progress.
• Prepare service performance reports and dashboards.
• Maintain technical documentation, runbooks, and known-error records.
• Identify opportunities to improve service availability, performance, and customer experience.
• Coordinate with vendors to resolve technical issues and meet service commitments.

Required Qualifications and Experience

• Bachelor's degree in Computer Science, IT, Software Engineering, or a related field.
• 4-7 years of experience in IT Service Delivery, Technical Support, Application Support, or IT Operations.
• Good understanding of ITIL, incident management, problem management, and change management.
• Experience coordinating technical teams and managing service performance.
• Basic understanding of applications, APIs, databases, cloud infrastructure, and DevOps practices.

Technical Skills

• SLA and KPI monitoring and reporting.
• Incident, problem, and release management.
• Application troubleshooting and log analysis.
• Basic SQL and API knowledge.
• Monitoring tools such as Kibana or Grafana.
• ITSM tools such as Jira or ServiceNow.
• Basic understanding of CI/CD and cloud environments.

Soft Skills

• Strong communication and coordination skills.
• Analytical thinking and problem-solving.
• Ownership and effective follow-up.
• Ability to prioritize based on business impact.
• Ability to work under pressure during critical incidents.
• Strong stakeholder management and reporting skills.

Preferred Certifications

• ITIL 4 Foundation.
• Agile or Scrum certification.
• Cloud fundamentals certification (Azure, AWS, or OCI).

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