Job Overview :

We are looking for an experienced Service Delivery Consultant with strong expertise in Tax Engine applications and service delivery management. The ideal candidate should have experience managing enterprise tax technology solutions, application support, incident management, stakeholder coordination, and continuous improvement initiatives.

The candidate will be responsible for ensuring the availability, stability, and performance of Tax Engine applications while meeting defined service levels and business requirements.

Key Responsibilities :

- Manage day-to-day service delivery and application support for Tax Engine solutions.

- Act as the primary point of contact for business and technical stakeholders for Tax Engine-related issues.

- Monitor application performance, availability, and service-level compliance.

- Manage incidents, service requests, problems, and changes in accordance with defined processes.

- Perform root-cause analysis for recurring and critical application issues.

- Coordinate with technical, functional, infrastructure, and vendor teams to resolve complex issues.

- Support Tax Engine configuration, enhancements, upgrades, and releases.

- Analyze business requirements and coordinate with relevant teams to deliver appropriate solutions.

- Ensure timely resolution of production issues and minimize business impact.

- Track incidents and service requests against agreed SLAs and KPIs.

- Prepare service reports, issue summaries, and status updates for stakeholders.

- Identify opportunities for process improvement, automation, and service optimization.

- Support testing activities, including regression, integration, and user acceptance testing.

- Coordinate application deployments, maintenance activities, and production releases.

- Maintain technical and operational documentation for Tax Engine applications.

- Participate in service reviews, governance meetings, and continuous improvement initiatives.

Required Skills & Experience:

- 5 - 10 years of experience in application support, service delivery, or enterprise technology environments.

- Strong experience in Service Delivery Management or Application Management.

- Hands-on experience supporting Tax Engine / Tax Technology solutions.

- Good understanding of enterprise tax calculation and integration processes.

- Experience in incident, problem, change, and release management.

- Strong troubleshooting and root-cause analysis skills.

- Experience working with SLA, KPI, and IT service management processes.

- Strong stakeholder and vendor management skills.

- Good understanding of application integrations and enterprise systems.

- Excellent communication, analytical, and problem-solving abilities.