Support Manager
Infostretch solutions Pvt. Ltd.
5d ago
source : Shine

Position : Support Manager Location : Pune ,

Job Responsibilities :

Discuss all production support aspects with application development management.

Provide technical support for Mainframe production cycles jobs and troubleshoots issues.

Develop relations with business community and the out sourced service providers.

Arrange , assign , adjust and monitor shifts to have apt coverage.

Provide additional support to existing production support procedures.

Interact with infrastructure , release management , change management , QA , DBA and application teams.

Provide regular status reports to management on application status and other metrics.

Collaborate with management to improve and customize reports related to production support.

Prioritize issues raised and resolve it accordingly.

Coordinate escalation and resolution of major service issues.

Report promptly to management and business partners regarding critical outages until resolution.

Manage off - shore , outsourced vendor to an SLA and execution of critical situations.

Allocate resources to resolve problems / incidents.

Define and manage scope , budget , schedule , priorities and risk throughout the multiple projects.

Coordinate areas of communication within firm having impact on scope , budget , risk and resources.

Work with the team to develop Standard Operating Procedure (SOP) documents

Develop strong relationship with the support team and the customer so as to manage expectations internally and externally

Keep the team motivated and work out plan for them based on their career aspirations

Identify any skill gaps in the team and plan for proactively closing the gaps through internal / external training as needed

Work with the team to develop Standard Operating Procedure (SOP) documents

Track and ensure appropriate Knowledge Management procedures are in place and being followed

Manage the support roster (arrange , assign , adjust and monitor shifts to have apt coverage including team rotation , leave planning , unplanned absence planning , etc.

and communicate it to customer on a weekly basis and whenever there s a change in the roster

Communicate promptly to all stakeholders on critical and high priority issues and initiate and drive triaging bridge

Provide regular status reports to management on the status and other metrics for various tracks being supported

Be on top of ticket backlog so as to maintain it within manageable levels at all times need to flag consistently high backlogs which may indicate need for additional bandwidth assignment on a long - term basis

Help team prioritize issues and guide them appropriately when they are stuck

Be the first point of contact for any escalations from the customer and DevOps practice underway. Basic Qualifications :

10+ years' overall experience in production support role.

Experience supporting high availability and high critical applications

Strong analytical skills

Very strong communication skills

Extremely proactive and go getter attitude

Prior experience of managing geographically distributed teams preferably follow the sun model

Hands on with problem solving

Prior experience in supporting database , job schedulers , data pipelines , ETL processes

Experience in managing enterprise release schedule

Extremely strong people management skills

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