Service Deivery Manager -GAD

Job Title: Service Delivery Manager
Experience: 10 to 15 years
Work arrangement& Location:
Regular day shifts from our Kochi office
Night or early morning shifts can be handled remotely (work from home)
Notice : immediate to 30 days 

About the Company:
A publicly listed European IT consultancy and software engineering firm, headquartered in Dortmund, Germany, founded in 1997, offering consulting and bespoke software solutions across sectors like automotive, banking, healthcare, and more. Its Kochi subsidiary serves as an offshore and regional delivery center in India, employing around 69 people and certified as a Great Place to Work, fostering a collaborative, growth-oriented culture.

Role Overview:
 We are looking for a Service Delivery Manager with strong Java and database experience to lead support efforts for Java based application.  The role involves leading a small team to resolving production incidents, ensuring smooth operations, and contributing to continuous improvement of the support processes.
The candidate requires hands-on experience with Java-based applications, Unix/Linux environments, Oracle databases, and legacy components, combined with strong leadership and reporting skills.

Key Responsibilities:

• Act as the support lead for application support activities

• Troubleshoot and resolve complex technical issues involving Java, Servlets, JDBC, PL/SQL, and Unix environments

• Act as the point of escalation for priority incidents and drive root cause analysis

• Provide L2/L3 support for a complex, Java-based global application

• Lead investigation and resolution of production issues

• Support deployment and release activities for upcoming versions 

• Collaborate with the onshore team and guide offshore support engineers

• Ensure timely and quality resolution of incidents within SLA

• Maintain and update operational documentation, support runbooks, and issue logs

• Prepare and deliver weekly/monthly operational reports in PowerPoint (ticket trends, open/closed status, incident types, etc.)

Required Skills:

• Strong Java troubleshooting and debugging skills to analyse and resolve application issues

• Knowledge of Servlets, JSP, and JDBC for application issue triaging

• Experience with Oracle 19c – SQL/PL-SQL scripting, performance tuning, and DB monitoring

• Familiarity with IBM Liberty and Tomcat for app deployment and monitoring

• Proficient in Unix/Linux (RHEL) – log analysis, cron jobs, shell commands