IBM Case Manager / Service Delivery Management Key Responsibilities Service Delivery & Support Management Lead and manage the Front-End L3 Support team supporting IBM FileNet, Case Manager, and BAW applications. Ensure adherence to SLA, OLA, and business commitments for incident, problem, and service request management. Drive operational excellence through proactive monitoring, RCA analysis, trend identification, and service improvements. Manage application availability, performance, reliability, and production support activities. Coordinate with infrastructure, application development, database, security, and business teams for issue resolution. Ensure effective transition of new releases and enhancements into production support. IBM Platform Management Provide leadership and oversight for: o IBM FileNet Content Manager o IBM Case Manager o IBM Business Automation Workflow (BAW) o Business Process Management (BPM) solutions o Enterprise Content Management (ECM) platforms Suppo...