Technical Delivery Manager–IT Application Support

Role Overview

The Technical Delivery Manager is responsible for end-to-end delivery, performance, and operational stability of mission-critical banking applications, including:

Mobile Banking

Retail Banking

Corporate Internet Banking

API Gateway / API Integrations

Middleware platforms on Red Hat OpenShift & WebLogic

Oracle Database environments

Monitoring using Dynatrace, OEM, and log analytics tools

This role ensures 24×7 operational excellence, incident/problem/change management maturity, team capability development, and strong stakeholder management across business, technology, and vendors.

2. Key Responsibilities

2.1 Delivery Management & Operations Excellence

Manage daily operations for a large 200-member application support organization.

Own service availability, performance, and stability of all supported applications.

Establish strong processes for Incident, Problem, Change, Release, and DR operations.

Ensure strict SLA, OLA, and KPI adherence across all support teams.

2.2 Technical Leadership

Provide technical oversight across:

Red Hat OpenShift (containers, microservices, CICD)

WebLogic middleware configurations

Oracle Database optimization & troubleshooting

API Gateway / API management (APIs, integrations, microservices)

Dynatrace observability dashboards, alerts, and AIOps capabilities

Guide teams on performance tuning, troubleshooting, and capacity forecasting.

Partner with architecture and engineering teams to improve resilience.

2.3 People & Team Management

Lead a large cross-functional team (L1/L2/L3 engineers, SMEs, leads).

Workforce planning, skills development, hiring, mentoring, and succession planning.

Create leadership depth among Team Leads and Service Delivery Leads.

Drive a culture of accountability, ownership, and customer focus.

2.4 Incident & Problem Management

Act as Incident Commander during P1/P2 major incidents.

Ensure quick triage using Dynatrace, logs, and platform diagnostics.

Drive Root Cause Analysis (RCA), long-term fixes, and product enhancements.

Reduce repeat incidents & improve Mean Time to Recover (MTTR).

2.5 Change, Release & Deployment Oversight

Review & approve deployment plans for application releases.

Ensure pre-deployment checks, rollback plans, and DR impact evaluation.

Reduce change-related outages through governance, automation, and readiness reviews.

2.6 Observability & Monitoring Modernization

Lead implementation of Dynatrace observability across all layers.

Enhance proactive monitoring, anomaly detection, and performance baselines.

Introduce AIOps-based automation to eliminate manual intervention.

2.7 Stakeholder, Business & Vendor Management

Primary contact for business heads, product owners, auditors, and regulators.

Manage relationships with third-party vendors (OpenShift, database, application providers).

Present monthly service reviews, incident trends, and performance analytics.

Ensure compliance with RBI, internal audit, cyber security guidelines.

2.8 Compliance, Risk & Governance

Maintain documentation: runbooks, SOPs, architecture and dependency maps.

Ensure adherence to security, compliance, audit, and DR policies.

Drive DR drill execution, BCP readiness, and RTO/RPO validation.

3. Required Technical Skills

Platforms & Infrastructure

Strong understanding of Red Hat OpenShift, Kubernetes, microservices deployments.

Expertise in WebLogic clustering, JVM tuning, middleware troubleshooting.

Oracle database fundamentals: SQL tuning, replication, partitioning, RMAN basics.

Understanding of API technologies: REST, SOAP, JSON, API gateway management.

Monitoring & Observability

Hands-on experience with Dynatrace, AppDynamics, OEM, Grafana, ELK.

Ability to analyze traces, CPU/memory profiles, slow transactions, and log anomalies.

ITIL & Service Management

Deep knowledge of ITIL processes (Incident, Problem, Change, Release).

Experience managing global 24×7 operations.

4. Behavioural & Leadership Skills

Strong communication skills to engage CXO, business heads, and technical teams.

Crisis leadership during major outages.

Ability to influence without authority.

Strategic thinking with a continuous improvement mindset.

Ability to manage large multicultural teams.

5. Education & Experience

Bachelor's / master's degree in computer science / IT or equivalent.

15–20 years of IT experience, with at least 5+ years managing large teams.

Experience in large banking or BFSI IT operations strongly preferred.

6. Key Performance Indicators (KPIs)

Application availability & stability (SLA achievement)

MTTR, MTTD, and incident reduction trends

Reduction in repeat incidents

Change success rate

Deployment failure rate

DR readiness & drill success metrics

Team productivity & automation adoption

Business satisfaction score (CSAT)

7. Why This Role Is Critical

This role ensures that core banking services remain:

Highly Available

Secure

Performant

Regulatory Compliant

Customer-Focused