The Associate Manager provides leadership and management for the Alert Response Team (Monitoring/Alert Service, L1 Application Support).
The role is an intensely operational one, requiring the incumbent to be conversant with the technologies like ERP/CRM, SQL, 3 tier architecture, Java and enterprise service management tools like Service Desk, Manage Engine, Salesforce, Remedy, Service Now and tools used in a modern NOC/Enterprise Command Centre. The Associate Manager also provides input into the evolution of the Service Delivery model, driving the adoption of the ISO20000 Service Management standard.
The ART Team perform 24x7 monitoring of application availability, performance and initial triage of Product related incidents: - Actively monitor the Hosted/Cloud Customer Application Infrastructure Environment.
- Reactively resolve any incidents that occur and ensure these are responded to promptly, professionally and within agreed SLAs
- Perform scheduled changes validations within specified maintenance or change window ensuring desired application behavior and functionalities are thoroughly tested.
- Complete regular operational activities to maintain environments with minimal disruption and higher availability.
- Proactively Monitor Infrastructure and Application Components to improved customer experience.
- Drive Automation and Develop monitoring tools for effective monitoring by eliminating NVA. Core to this role is driving:
- Strict SLA compliance at all stages (first response, updates, service restore, service repair, etc.)
- Process adherence across the team
- Training, coaching, mentoring and knowledge capture exploitation to attain and maintain the highest possible levels of technical competency and capability
- Continual performance improvement: including increasing the proportion of incidents that are resolved at L1 (fixed on first contact), driving down time-per-incident and touches-per-incident, automation. Responsibilities: - Ensure adequate coverage for the 24/7/365 environment so that the Kronos Cloud Hosted environments are running effectively at all times which includes continuous monitoring of all services, response/resolution of incidents and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
- Coach and mentor senior and junior technicians to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
- Meet very aggressive environment availability, MTTR, and ticket handling objectives while providing hands-on leadership during application events. - Develop, refine, and document monitoring policies, processes, procedures, and associated systems requirements and drive their implementation and use as per pure ITIL V3 Framework and Kronos processes.
- Work with various Customer facing support functions to support and provide operational and application validation services thereby improving CSAT.
- Develop and report on metrics for the performance of the Product and individual employees, including but not limited to MTTR, # of escalations, and tickets.
- Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
- Willing to take ownership and take on other duties as assigned.
- Should have experience of working as Incident Manager for Cloud Managed service environments
- Work with ART Manager and Leads to assign responsibilities and ensure that all duties are completed in a timely and professional manner
- Build fundamental scalability into the ART through automation of repetitive tasks, elimination of unnecessary work-cycles
- Day-to-day support of direct reports including frequent 1:1 meeting, performance reviews: half and full-year, monthly KPI feedback and quarterly RR recommendations, escalating wherever necessary
- Drive behavior and practices around structured trouble-shooting methodologies with the clear imperative to restore service first - Drive technical and professional competency development in ART to handle additional proactive services and create value differentiator for customers
- Escalation point for internal and external Customers for all team matters
- Manage the rota of team/resources and handle shortfalls from the available resources.
- Develop positive relationships across the Team and Company to ensure communication is open and transparent, facilitating early identification of issues and risks and agile exploitation of business opportunities
- Implement processes to measure, manage, standardize and improve the key activities in the ART (Alert Response team).
- Strong experience working with Incident, Problem, Change and Service Request ticketing systems
- Experience with Structured Trouble-shooting methodologies
Qualifications
- Extensive experience in a managing Enterprise command centre or NOC for application and infrastructure environment involving a geographically distributed support model including 3 years experience at the managing people and handling people management responsibilities.Keyskills: ERP Automation MS SQL Application support Production support JBoss Windows Troubleshooting SQL CRM