100% Remote Service Delivery Lead (DER & DERMS)

Summit Human Capital•Campbell, CA

11d•Remote

About The Position

Summit Human Capital is seeking a highly motivated Service Delivery Lead – Operations, Technical Support & Customer Engagement to support our client in the Energy & Utilities sector. This position has the exciting opportunity to ensure reliable service delivery, operational support, and continuous improvement of mission-critical solutions, acting as the primary liaison between internal engineering teams and customer technical stakeholders.

Requirements

Strong understanding of the Power Utility / Energy Utilities industry
Ability to lead technical discussions with customer IT, infrastructure, and operations teams
Experience analyzing application, system, and infrastructure issues
User-level administration of enterprise IT systems and platforms
Working knowledge of Unix/Linux operating systems
Exposure to Microsoft Azure and Amazon Web Services (AWS)
Basic SQL skills for troubleshooting, reporting, and data validation
Excellent verbal, written, and presentation skills

Nice To Haves

Experience in Service Delivery, Technical Support, Application Support, or Operations Leadership roles
Familiarity with ITIL service management principles and best practices
Experience coordinating geographically distributed support and engineering teams

Responsibilities

Lead operational support and service delivery activities for customer environments
Serve as the primary point of contact for customer technical teams regarding operational and support matters
Facilitate technical discussions and coordinate troubleshooting sessions, root cause analysis, and problem resolution
Manage critical incidents and service escalations from identification through resolution
Plan, coordinate, and support software upgrades and release activities
Review customer infrastructure environments and recommend improvements to performance, reliability, availability, and scalability
Prepare and present service reports, KPI dashboards, and operational metrics
Coordinate on-call support for critical and business-sensitive incidents