Service Delivery Management Team (Operation & Application)

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with Scale @ Speed as our guiding principle.

Service Delivery Management Team (Operation & Application)

• Responsible for incident, change request and release management of existing PDB network and hardware and collaborate with PDSB for resolution.
• Manage the communication of service announcements to business users.
• Responsible to prepare documentation (if any) or update the root cause analysis (RCA) and detailed solution for Severity 1 & Severity 2 incidents.
• Ensure all activities impacting to PDB operation are planned have been approved by PDB through formal Request for Change (RFC) and Release Forms.
• Perform any change request and enhancement which do not affect the resourcing strategy and the effort not exceeding 5 days.
• Coordinate with PDSB to support, assess and perform administrative actions of on equipment firmware update which cover critical patches / updates, new release in compliance to governance and cyber security requirement.
• Support to assess and administrative actions of Salesforce major released (Spring, Summer & Winter) which cover critical patches / updates, environment governance, data quality dan validation.
• Perform Platform and User Administration.
• Support application monitoring for planned and unplanned maintenance activities.
• Support and coordinate the effort required with PDB appointed vendors (SETEL, Strateq, Invenco, Cardtrend, Silentmode, GHL and PDSB) for Station BAU.
• Troubleshoot and resolve the identified abnormal activities for retail application and system. (E.g., Card transaction stuck, reimbursement, reporting automation, data stored, notification email, etc.).