Asst Mgr Technical Ops
Empower Retirement
Bangalore, KA, IN
2d ago

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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.

Strategic :

  • 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.
  • Tactical

  • 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.
  • Requirements :

  • 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 :

    Technology

    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

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