Senior Manager/Director

Role Objective

  • To lead a production support team and supervise 24×7 production support operations.
  • To oversee day-to-day production operations, escalations, ticketing and communication internally and externally.
  • To provide process and development in supporting production application deployment and support.

Professional Know-how

Academic: Degree in Computer Science, Information Systems, Business Computing, Engineering or equivalent
Experience:

  • 6-8 years’ experience in Change, Release, Incident and Problem Management for application support.
  • 6-8 years’ experience in working in production support team with hands on support capabilities including supporting high critical applications, managing multiple-site support and other technical teams.
  • Experience in systems and application regular and proactive monitoring and preventive maintenance.
  • Ability to work independently and within a team in solving the high demanding production environments.
  • Strong experience in process and process development including the development and measurement of KPI’s.
  • Good experience in scheduling, Rostering in a 24×7 environment.
  • Good understanding of iTIL processes or equivalent is a definite plus.
  • Highly motivated, results oriented and resourceful with lots of initiative.
  • Ability to communication well in both written and verbal and stakeholder management with multiple teams in tandem.

Primary Responsibilities

  • This position will manage the Support Operations of AntWorks in 24×7 shift rotation model.
  • Support involves helping and resolving issues reported from AntWorks clients, partners and other associates
  • Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure least impact to customer business operations due to reported issues.
  • Responsible and owns end to end production support process and accountable for the issue resolution within defined SLA
  • Partners with Product development teams, Professional services teams, QA teams, IT teams and Project management teams and other internal stakeholders as required for successful resolution of issues reported to in production support.
  • Stays connected with other Solution teams to understand impacts of their changes, align on timing, and ensure adequate support handoff.
  • Tracks issues through to closure within PS team and L3-Professional Services teams and Product development teams and customers
  • Coordinates and supports the timely deployment and application implementations at clients and partner sites.
  • Takes actions to prevent issues from recurring
  • Maintains knowledge bases for issue management
  • Serves as an escalation point for all production support issues.
  • Helps define production support processes and ensures that teams are following documented processes to resolve issues
  • Helps with job interviewing using competency-based selection with consideration toward team diversity.
  • Helps with on boarding, coaching, mentoring, and training to ensure that we are building a winning team
  • Managing support team’s people management including resource management, compensation planning, administration, objectives & KPI settings, staff development, coaching and training and support responsibilities.
  • Works to align best practices across production support teams.
  • Establish timelines and routine 1:1 meetings to ensure the team meets goals including coordinate planning activities with team members to accomplish goals allocate resources and track result;
  • Motivates and inspires team to execute against strategic initiatives.
  • Arrange, assign, adjust and monitor shifts to have apt coverage and Allocate resources to resolve specific problems/incidents
  • Prepare and submit the Reports on issue analysis, tracking reports, RCAs, Monthly performance and status reports as required
  • Communicates with organizational leadership on issues, statuses, and performance against KPIs
  • Ensures that management is always informed of the status of initiatives, impactful issues, team health and needs.
  • Establishes departmental strategy and tactics, and contributes to operational area’s strategy formulation and execution;
  • An important value-add service will be to identify areas of inefficiency or ways to improve the current process, and work with the operations or other areas of AntWorks to implement changes that assist our clients.
  • Prepare project management plan and monitor the team’s velocity;
  • Identify opportunities for process improvement and make a constructive suggestions for change;
  • Conduct technical review, project reviews and audit code review and QC of codes and patches or resolutions sent to clients;
  • Other duties as assigned.

Competencies

  • Budget Management: Ability to monitor and control costs within own area of responsibility
  • Team Management: Able to manage a large team or several small teams on different technologies and to plan and control work delivery in L1/L2/L3 and L4
  • People management: Able to manage a large team or several small teams with respect to employee development, people management processes and Performance monitoring and management
  • Client relationship management: Able to develop proactive relationships with clients and partners and interpret internal and external business issues. Understand business drivers and apply best practices to meet them. Use business knowledge to contribute to the definition of business requirements and analysis of problems
  • Technical knowledge / Project Management: Expert in at least one technical area; acts as a project manager as and when require. Hands-on Development Experience to manage L3/L4 teams
  • Tools/Software: JIRA Servicedesk (mandatory), other ticketing and analysis tools and Automation and RPA software
  • Communication: Excellent verbal and written communication skills, includes ability to write clear and concise reports and proposals dealing with complex concepts.

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