Associate Service Delivery Manager

Job not on LinkedIn

🔥 15 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Manage the end-to-end incident lifecycle, including detection, triage, escalation, and resolution in line with SLA commitments • Coordinate Cloud Operations, SRE, Engineering, and Support teams during incidents • Determine incident severity and escalation paths based on impact, urgency, and system criticality • Provide structured, timely incident updates to internal stakeholders and customer-facing teams • Support root cause analysis by gathering inputs, validating findings, and tracking corrective and preventive actions to closure • Identify recurring issues and contribute to problem management initiatives • Monitor incident trends, response times, and SLA adherence and recommend data-driven improvements • Maintain and improve runbooks, playbooks, and standard operating procedures • Improve service resilience and operational processes with Engineering, SRE, and Cloud Operations • Apply AI-assisted analysis to incident triage, signal interpretation, and root cause investigation • Use AI-driven insights to improve prioritisation, reduce MTTD and MTTR, and minimise customer impact • Identify and implement automation opportunities in incident management, RCA, reporting, and operational workflows • Use observability, telemetry, monitoring signals, and AI analytics to identify anomalies, risks, and service degradation • Contribute to AIOps capabilities including anomaly detection, event correlation, alert noise reduction, and predictive risk identification • Improve alerting, dashboards, and operational runbooks • Measure AI/AIOps impact through incident reduction, alert quality, and automation adoption

🎯 Requirements

• Experience in service delivery, incident management, or service operations within a high-availability environment • Hands-on experience managing incidents and coordinating cross-functional teams under time-sensitive conditions • Strong analytical and problem-solving skills • Working knowledge of incident lifecycle management, RCA processes, and problem management practices • Familiarity with AI tools such as Copilot or similar • Exposure to AIOps concepts including observability, telemetry, anomaly detection, and intelligent alerting • Ability to interpret telemetry, logs, and monitoring signals • Experience using ITSM tools such as Jira, ServiceNow, PagerDuty, or similar platforms • Strong communication skills for technical and non-technical stakeholders • Ability to manage multiple priorities while maintaining focus on service restoration and operational outcomes • Preferred: experience in SaaS or cloud-based environments and distributed systems • Preferred: familiarity with Datadog, New Relic, or similar monitoring platforms • Preferred: exposure to automation, scripting, or workflow optimisation • Preferred: understanding of AWS or Azure • Preferred: experience contributing to AIOps-enabled initiatives • Preferred: ITIL certification or equivalent service management training • Bachelor’s degree in a related field or equivalent practical experience • Ability to preserve confidentiality, integrity, and availability of information assets • Responsibility for employee and customer data privacy and completion of required privacy training

🏖️ Benefits

• Remote-first work environment • Employee Resource Groups • Coffee with Mark sessions with the CEO • Microsoft Teams communities focused on wellness, art, pets, family, and parenting • Special guest sessions on issues affecting employees