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Assistant Manager, is a key position within the Production support team requiring a dynamic and experienced leader who will be a SME in the Batch processes and related Support applications / processes and an efficient people manager who can drive the team around successful delivery and also ensure that the requests / targets set by the upper management is met in a timely manner.
Most of the responsibilities mentioned would be aligned to US business hours.
Own efficiency of delivery, people and knowledge capital of the production Support team
Facilitate integration of the global production support team
Implement the technology strategy for the team. This includes ensuring the team integrates into the global support team and performs as per global SLAs and standards prescribed.
And, driving innovation and process improvements out of the global team.
Bring in actionable human capital initiative such as knowledge sharing, Employee engagement, job / role rotation etc.
Drive career development initiatives within the team, executing individual knowledge advancement plans tagged to yearly goals
Be a strong leader for the team to look up to and follow. Be instrumental to conduct quarterly performance reviews.
Accountable for team deliverables for all releases, feature releases, patches, customer specific releases. Prepare and maintain capacity plans and resource allocation to the projects
Drive stakeholders review and independently address queries from business and counterparts.
Be part of the incident calls and drive the production support part and make decisions for the team as required.
Drive Weekly meetings with the team and keep the team engaged.
Capture and report metrics as per process. Analyze the trends, plan & implement improvement actions as necessary
Prepare shift plan and ensure team follows the plan.
Report progress against plans, risks, issues and coordinate / triage with leads / stakeholders and other teams to mitigate issues and risks.
Takes complete ownership of the processes running during the US hours and be accountable. Manages reporting and communication in case of issues, SLA breaches.
Takes a holistic view of process performance across the production delivery team and recommends and implements actions both from a process or technical perspective to constantly improve performance.
Takes a holistic view of support and closely collaborates with stakeholders to deliver constant service and performance improvements in the area.
09 to 12 years of overall experience in application / batch support which includes proven experience of leading teams for a minimum of 3 years.
Hands on experience with handling complex issues. Strong understanding on various support processes.
Proven expertise in coordinating changes across application for a release to QA, UAT or production environment
Must be extremely good with communication and willing to be flexible with work timings including working during US business hours.
Understanding of the ITIL process is must.
Skills Requirements :
Ø Experience with CA Autosys (or similar scheduler)
Ø UNIX (Solaris) hands on experience is a must
Ø Experience with PL / SQL is a must
Ø Shell Programming (C-shell, KORN Shell) and PERL / PYTHON will be good to have
Ø Proc*C knowledge is required to analyze the failures and issues.
Ø Knowledge of AWS and experience of developing and tools / dashboards would be a good advantage.
Other desirable experience :
Ø Oracle Forms (Desired)
Ø Pro*C (Desired)
Ø Node / Angular JS (Desired)
Ø Experience of being part of BCP exercises in the past.
Ø Shell Programming (C-shell, KORN Shell) and PERL
Shift : 6 : 30PM IST-3 : 30AM IST