IT - Software
Sep 16, 2018
Job Posting Date:
May 16, 2018
Manage Core Production Support functions like Incident Management, Service Request fulfilment, Problem Management, Business Continuity/Disaster Recovery.
Support Management aspects -
Work alongside development managers, counterparts in other support teams, Incident Managers, SDMs and various stakeholders in Ops and Business to ensure support operational SLAs are met.
Develop and maintain professional credible relationships with key stakeholders (Delivery, Infrastructure and Business), including relevant third parties and strategic suppliers as applicable
Planning and tracking the support transitions for new add-on services
Continual improvements via process enhancements and automations
Service reporting to various stakeholders in business and technology
Coordination and build relationships with other Support teams
Track the risks, issues and work to actively resolve/mitigate them
Production BAU -
Fully accountable for managing BAU support operations and service (business service requests, production incident investigations, root cause analysis, incident fixes & implementations, daily health-checks, incident and change management liaison, infrastructure related issues, queries etc).
Work on Teams readiness for changes and releases in existing applications
Ensure that work is completed and delivered as quality goals
Consistently deliver on goals set by the application support leadership teams
Initiate service level improvements
Maintains a high level of functional knowledge and growth within the team
Influence change to improve operational stability
People Management & effective mentoring/coaching
Appraise team members performance as per defined process
Maintain a knowledge bank to improve service and manage risks
Pro-active communication and customer engagement
SLA management in co-ordination with Service Delivery Manager
Responsible for managing & servicing 24x7 support as per support roasters
Flexibility to work in shifts (on-demand & short-term basis), and/or on weekends.