Technical Service Delivery Engineer - Key Points
Role Summary
- Technical Service Delivery Engineer combining service delivery management + hands-on engineering.
- Primary point of contact for customers on service delivery and technical issues.
- Responsible for maintaining, improving, troubleshooting, and optimizing IT systems.
Key Responsibilities
1. Service Delivery & Operations
- Own end-to-end service delivery for assigned customers/systems.
- Manage SLA, KPI, service quality, and operational performance.
- Act as the primary escalation point for technical incidents.
- Prepare service reports, reviews, and improvement recommendations.
- Coordinate with cross-functional teams to resolve critical issues.
2. Technical Engineering
- Perform hands-on troubleshooting across infrastructure, applications, cloud, or platforms.
- Design, implement, maintain, and optimize technical solutions.
- Support deployments, upgrades, patches, and configurations.
- Drive automation and continuous improvement.
- Conduct Root Cause Analysis (RCA) and implement preventive measures.
3. Customer & Stakeholder Management
- Manage relationships with internal and external stakeholders.
- Understand business requirements and translate them into technical solutions.
- Provide technical advice and guidance to customers.
- Explain complex technical issues in a clear, non-technical manner.
4. Continuous Improvement
- Identify service delivery gaps and recommend improvements.
- Drive service optimization and cost-efficiency initiatives.
- Maintain technical documentation, knowledge bases, and best practices.
Must-Have Technical Skills
- Strong experience in at least one of:Cloud: Azure / AWS / GCPInfrastructure: Windows/Linux Servers, NetworkingDevOps: CI/CD, Automation, ScriptingEnterprise Applications / Platforms
- Experience with monitoring, incident management, and troubleshooting tools.
- Hands-on experience managing production/critical systems.
- Experience with SLA, Incident, Problem & Change Management.
- Knowledge of ITIL practices.
Good-to-Have
- PowerShell / Python / Bash scripting.
- ITIL certification.
- Azure/AWS/GCP certifications.
- Managed Services / Enterprise IT Operations experience.
- Previous customer-facing technical role.
Key Soft Skills
- Strong communication and stakeholder management.
- Customer-focused with good expectation management.
- Strong troubleshooting and problem-solving ability.
- Ownership and accountability.
- Comfortable working in a fast-paced production environment.
