Manager I - Production Support
UST
Bangalore, Karnataka, India
1d ago

Role Proficiency :

  • Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure availability of all supported applications;
  • ensuring the team is as efficient and productive as possible

    Outcomes :

  • Act as an escalation point of contact for application support issues; requiring the ability to handle challenging issues related to supporting various applications and systems
  • Co-ordinate and promote the effective functioning of / problem management activities across all support teams
  • Develop relationship with customer community and the internal stake holders; discussing all production support aspects with Application Development Management and customer stake holders
  • Arrange assign adjust and monitor shifts to have appropriate coverage and provide additional support to existing production support procedures
  • Provide technical support for production cycles jobs; troubleshooting issues.
  • Interact with infrastructure release management change management incident management QA DBA and application development teams;
  • amicably resolving conflicts

  • Provide regular status reports to customer and Delivery / Account manager on application status and other metrics
  • Prioritize issues raised; coordinate escalation and resolve major service issues
  • Effectively allocate resources to resolve problems / incidents based on priority
  • Define and manage scope budget schedule priorities and risk throughout the multiple projects
  • Coordinate areas of communication within the account having impact on scope budget risk and resources
  • Proactively ensure team monitors all data processing and batch jobs to ensure secure services with minimum downtime
  • Uphold the standards and best practices by adhering to them in their work as well as by implementing them in the team’s work by review and monitoring
  • Provide innovative contribution within the team by coming up with ideas to automate repetitive work
  • Able to mentor support team members in such a way that they can progress on to the next level of growth
  • Conduct peer reviews and demand high quality standards from the reviewed deliverables
  • Handle resourcing requirements for support roles in the team
  • Maintain the team resource pyramid and plan for resource rotation on regular time-frame
  • Ensure overall customer satisfaction by regular touch points with team and customer stakeholders
  • Measures of Outcomes :

  • Adherence to engineering process and standards
  • Ensure that tickets / incidents are resolved by the resources in team within the allocated time frame
  • Timely publication of reports and metrics to stakeholders
  • Handling of critical escalations
  • Adhere to SLAs where applicable
  • Customer Satisfaction Score (C-SAT / NPS)
  • 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 and performance of all supported applications as per the defined standards
  • Outputs Expected : Efficiency :

    Efficiency :

  • Driving the efficiency and effectiveness of the incident management process
  • Design :

  • Ensure the consistent design of appropriate services service management information systems architectures technology processes information and metrics to meet current and evolving business outcomes and requirements
  • Maintenance :

  • Responsible for application upgrades. Ensure troubleshooting post upgrades in general maintenance of the entire system
  • Planning :

  • Plan and coordinate the resources and capabilities required to design new or changed services
  • Plan and manage support for incident management tools and processes
  • Coordinate :

  • Coordinate escalation and resolution of major service issues
  • Coordinate interfaces between incident management and service management processes across projects customers and other required stake holders
  • Documentation / Manage Knowledge :

  • Develop and maintain documentation process of ongoing operations and administration of infrastructure and application run books
  • Create and maintain documentation for all standard operational procedures as required
  • Develop Strategies :

  • Develop strategies to mitigate problems occurring from recurring issues or from any new changes
  • Reporting :

  • Report promptly to management and business partners critical outages until resolved
  • Collaborate with customers to improve and customize reports related to production support
  • Provide regular status reports (including WSR MSR) to management on application status and other metrics
  • Innovative Value-adds :

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

  • Ensures and handles escalations per escalation matrix; communicate timely to organization and customer until resolved.
  • Skill Examples :

  • Strong organizational metric and trend analysis reporting skills and desire for continuous process improvements documenting all processes
  • 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 on 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
  • Ability to manage changing priorities and meet tight timelines. Working independently under pressure with minimal oversight to manage competing priorities
  • Excellent communication skills keeping all stakeholders updated with issue progress and updates
  • The ability 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
  • Follow high level of business etiquette in e-mails and other business communication
  • Drive conference calls with customers and answer customer questions
  • Knowledge Examples : Knowledge Examples

    Knowledge Examples

  • Appropriate software programs / modules
  • Able to give knowledge transitions to the team as required
  • Experience in supporting enterprise customers
  • Provide estimates for candidate enhancement and defect work to be included in release
  • Operating Systems and software platforms
  • Integrated development environment (IDE)
  • Agile methods
  • Knowledge base customer domain and sub domain where problem is resolved
  • Understanding of new tools / techniques / scripting languages in the industry
  • Management Certification in relevant area (PMP / Prince Certification / CSM)
  • Understanding of ITIL Standards
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