Manager I - Production Support

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 possibleOutcomes: 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 stakeholdersMeasures 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 standardsOutputs Expected: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 systemPlanning:Plan and coordinate the resources and capabilities required to design new or changed services Plan and manage support for incident management tools and processesCoordinate:Coordinate escalation and resolution of major service issuesCoordinate interfaces between incident management and service management processes across projects customers and other required stake holdersDocumentation/Manage Knowledge:Develop and maintain documentation process of ongoing operations and administration of infrastructure and application run booksCreate and maintain documentation for all standard operational procedures as requiredDevelop 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 resolvedCollaborate with customers to improve and customize reports related to production supportProvide regular status reports (including WSR MSR) to management on application status and other metricsInnovative Value-adds:Responsible for identifying and developing innovative value adds that benefit the project/customer/organizationEscalations: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 questionsKnowledge Examples:Additional Comments:None

Created: 2021-11-29