Service Delivery Manager / Incident Manager (24x7 Cloud & Application Support)

We are looking for a highly organized and client-focused Service Delivery Manager / Incident Manager to lead Managed Services and live production support engagements for cloud and application environments. This role requires strong operational ownership, stakeholder management, and the ability to manage 24x7 support operations across distributed teams.

The ideal candidate should have experience managing production support or managed services projects with strong exposure to incident management, SLA governance, escalation handling, Agile ceremonies, and client communication.

Job Title: Service Delivery Manager / Incident Manager

Location: Remote work

Experience Level: 3-8 years only

Work timings : 3:00 PM to 12:00 AM IST

Please Note: Immediate joiners only required.

Key Responsibilities:

• Manage end-to-end delivery of Managed Services and production support Projects .
• Act as the primary point of contact for clients and internal stakeholders for all delivery and operational matters.
• Ensure smooth execution of 24x7 support operations through proper coordination with support and engineering teams.
• Track and manage incidents, service requests, bug fixes, enhancement activities, and operational deliverables.
• Ensure adherence to SLAs, KPIs, timelines, and client expectations.
• Coordinate and manage P1/P2 escalations, stakeholder communication, and resolution follow-ups.
• Facilitate daily stand-ups, sprint planning, backlog reviews, weekly governance calls, and operational reviews.

Interested in remote work opportunities in IT & Network Engineering? Discover IT & Network Engineering Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.

• Maintain visibility of ongoing activities across shifts through trackers, dashboards, status reports, and shift handovers.
• Drive risk tracking, dependency management, issue resolution, and follow-ups across teams.
• Prepare and present client updates, service reports, executive summaries, and governance decks.
• Work closely with engineering, support, cloud, and DevOps teams to ensure operational stability and timely resolution of issues.
• Drive process improvements, documentation, reporting standards, and operational governance practices.
• Build strong relationships with clients and ensure high levels of customer satisfaction and delivery transparency.

Qualifications:

• Proven experience as a Project Manager or Delivery Manager handling Managed Services / Application Support projects in a 24x7 environment.
• Strong track record of managing live production applications with focus on stability, SLA compliance, incident & problem management.
• Ability to manage cross-shift teams and maintain complete control and visibility of operations.
• Good technical understanding — able to comfortably speak with developers, understand bug reports, and discuss technical issues (no hands-on coding required).
• Excellent organizational skills with a strong bias for extreme ownership, tracking, and follow-ups.
• Experience working in Agile environments (Scrum/Kanban) for support and enhancement projects.
• Strong client-facing and stakeholder management skills — confident in preparing decks, leading reviews, and managing expectations.
• Ability to thrive in a fast-paced setup with multiple priorities and ambiguity.
• High energy, proactive, curious, and detail-oriented personality.
• Relevant certifications such as PMP, ITIL, CSM/PSM are preferred.

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

About Techolution:

Techolution is the world’s leading FEA – Full Enterprise Automation specialist. We are trusted by boards and executive leaders who need AI with real business outcomes. Despite Gen AI, LLMs, and billions in investment, most enterprise AI programs aren't delivering results.

Techolution fixes that with BPA 4.0. We take the power of big Tech’s Generic AI and multiply it with our Expert AI stack — resulting in business process automations that follow the same nuances as domain experts do on the job at an unprecedented speed.

Our platform has delivered over $900M in AI ROI for our clients in less than a year, all while increasing their AI Adoption by 10x.

Our 3 power moves for ROI from AI:

1. Value Finder - We Identify high-impact AI and automation opportunities in enterprises and build solutions that deliver measurable value in as little as 30 days.

2. 100K Challenge: Work on fast-paced AI initiatives where teams build solutions designed to generate 2× ROI within 100 days.

3. GE LEAP: Contribute to enterprise AI transformation through our partnership with Google, helping scale Gemini-driven solutions across organizations.

Visit us @www.techolution.com : To know more about our revolutionary core practices and getting to know in detail about how we enrich the human experience with technology.