Lead II - Production Support
Thiruvananthapuram, Kerala, India
4d ago

Role Proficiency :

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution

Outcomes :

  • Co-ordinate and promote the effective functioning of incident / problem management activities across all of support teams
  • Contribute to the planning of application / infrastructure releases and configuration changes
  • Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence
  • Maintain knowledge base of known support issues and resolutions
  • Create and maintain application support service catalogue in coordination with other internal application teams
  • Ensure application monitoring mechanisms and performance tuning processes are in place
  • Provide input to the implementation backup and roll-back plans
  • Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs
  • Create monthly performance reports and publish to stake holders
  • Handle critical customer escalations and manage appropriate stakeholder communications
  • Organize facilitate and lead technical teams to work to resolve major incidents
  • Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
  • Understand departmental and company policies procedures and business practices
  • Mentor all team members to become more effective in their roles and coach them on their career aspirations
  • Measures of Outcomes :

  • Adherence to engineering process and standards
  • Ensure that tickets / incidents are resolved by all the resources in team within allotted time frame
  • Timely publication of reports and metrics to stakeholders
  • Handling of critical escalations
  • Adhere to SLAs where applicable
  • of non-compliance issues

    of incident reduction based on permanent fixes / automation / utilities

  • Productivity standard of the project
  • of reusable components or documents created

  • Participation in Knowledge Transfer to ensure better grasp of product
  • Completion of all mandatory training requirements
  • Availability of all supported applications per defined standards
  • Outputs Expected : RCA :

    RCA :

  • Ensure Root Cause Analysis is performed for all issues as defined by the project
  • Design :

  • Design appropriate metrics for reporting on key performance and quality indicators particularly in terms of in-depth trend analysis
  • Maintenance :

  • Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system
  • Develop Strategies :

  • Lead should develop strategies to mitigate issues arising from existing problems
  • Innovative Value-adds :

  • Responsible for identifying and developing innovative value adds that benefit the project / customer / organization
  • Escalations :

  • Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.
  • Skill Examples :

  • Extensive knowledge and experience in managing and triaging Production Support incidents and issues
  • Experience working with distributed teams in different time-zones
  • Strong commitment to quality and engineering excellence
  • Ability to take up new challenges and explore new technology / tools
  • Ability to co-ordinate among multiple teams and bring out the best in team work
  • Ability to handle critical customer escalations and manage under highly stressful situations
  • Strong communication skills
  • Able to work in a high paced dynamic and culturally diverse environment
  • High level of commitment initiative enthusiasm and vision
  • Excellent presentation and interpersonal skills
  • Prioritize workload; providing timely and accurate resolutions
  • Knowledge Examples :

    Additional Comments :


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