Role OverviewLead 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 & ResponsibilitiesEnsure SLA compliance and high availability of business-critical applicationsOwn and manage major incidents (P1/P2) with timely stakeholder communicationPerform application-level triage using logs, code understanding, and monitoring toolsAlign support with SDLC, release cycles, and deployment processesManage end-to-end support lifecycle (incident, problem, change) using tools like ServiceNowCollaborate with L2/L3, development teams, and vendors to resolve issues (minimal infra dependency)Drive root cause analysis (RCA), defect fixes, and preventive improvementsTrack service performance, incident trends, and continuously improve delivery qualityMandatory SkillsStrong experience in application support and service delivery (L2/L3 environments)Good understanding of SDLC, release management, and production support modelsAbility to analyze application logs, APIs, and integration pointsExperience with ITSM tools like ServiceNowKnowledge of incident, problem, and change management processesBasic understanding of microservices, APIs, and distributed systemsStrong RCA and troubleshooting skills with development insightExcellent stakeholder communication and incident management skillsExperience in tracking KPIs like SLA, MTTR, and incident reductionAbility to drive continuous improvement and service optimization