Service Delivery lead-Infrastructure & digital services
- NLB
- 12 - 18 years
- Noida, Gurugram
- 22 days ago
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Job Description
The Service Delivery Lead for Infrastructure & Digital Services owns the technical heart of the Client managed service: cloud infrastructure, networking, Active Directory, the Dynatrace observability platform that watches customer-facing systems, and the smaller end-user IT support function. This person is the technical conscience of the engagement when something breaks at the platform layer, they own it; when an alert routes incorrectly, they fix the rule; when mobile app uptime drops below 99.95%, they have to explain why. Unlike Lead 1, this role is deeply hands-technical expected to read a Dynatrace problem ticket and diagnose it before delegating.
KEY RESPONSIBILITIES
- Own end-to-end service delivery for three domains: Infrastructure Operations (6 FTE), Digital Services (5 FTE), and Tech Services (1 FTE) 12 FTE total.
- Hit and sustain SLA targets per the agreed model: Infrastructure P1 15-min/4-hour with 99.9% availability; Digital Services P1 10-min/2-hour with 99.95% customer-facing uptime; Tech Services business-hours coverage with after-hours via Infrastructure escalation.
- Own Mean Time To Detect (MTTD 5 min) for Digital Services proactive domain, so alert-to-ticket conversion is the headline metric.
- Lead daily operations review with client
- Own the Dynatrace alert routing configuration: maintain rules, manage false-positive rate 10%, suppress noise, escalate signal.
- Major incident management: own the bridge for every P1 Digital Services incident (mobile app down, payment gateway outage) and every P1 Infrastructure incident (multi-site outage). Run post-mortems within 5 days for every P1.
- Govern the L1-to-L1.5-to-L2 escalation paths across all three domains; ensure L1.5 capacity in Infrastructure (5 FTE) and L2 capacity in Digital Services (2 FTE) are appropriately utilized.
- Coach engineers on technical depth push the team to root-cause investigation, not symptom resolution. Sponsor Azure certification programs.
- Own integration points with engineering for escalation: clear handoff criteria, no ambiguity on who owns what.
- Partner with the AI/Automation Lead on Dynatrace AI Ops opportunities, anomaly detection tuning
- Manage cross-vendor coordination with during transition and steady state.
- Identify and drive technical CSI initiatives: alert quality improvement, runbook automation, monitoring coverage gaps, capacity planning.
REQUIRED SKILLS & EXPERIENCE
- 1215 years total experience in IT service delivery; minimum 6 years leading multi-disciplinary infrastructure or observability teams of 10+ engineers.
- Hands-on experience with cloud platforms Azure expert level required (Client is Azure-heavy); AWS exposure useful.
- Deep operational expertise with at least two of: Dynatrace, New Relic, Datadog, AppDynamics, Splunk Observability. Dynatrace strongly preferred.
- Networking fundamentals: SD-WAN, ExpressRoute, VPN, BGP, firewall management.
- Active Directory administration including hybrid identity (AD Connect, Azure AD / Entra ID).
- ServiceNow operational expertise across incident, problem, change, and CMDB.
- Track record managing customer-facing system uptime SLAs , must have run something where 'mobile app went down' was a fireable offense.
- ITIL v4 Foundation required; ITIL Managing Professional and Azure Solutions Architect Expert strongly preferred.
- Direct client-facing experience with US-based clients written and spoken English at business-professional level; comfortable presenting to SLT and engineering leadership.
If interested Kindly share your resume at Mu**********a@nl****h.com
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Engineering - Hardware & NetworksRole Category: Hardware and Networks - OtherRole: Hardware and Networks - OtherEmployement Type: Full timeContact Details:
Company: NLB Location(s): Noida, Gurugram
Keyskills: Dynatrace IT Service Delivery azure Sdwan Servicenow New Relic us based clients Datadog ITIL IT Infrastructure Management Active Directory IT Operations
NLB
NLB is one of the fastest growing transformational workforce solutions provider. Over the last 16+ years, we have significantly grown our expertise from an IT Consulting firm to Digital Transformation, Analytics, Health-tech, E-Learning and Financial Services domains. Our comprehensive range of so...
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