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Lead II - Production Support @ UST Global Singapore

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 Lead II - Production Support

Job Description


Job Description :
Role Proficiency:
Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution
Outcomes:
  1. Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams
  2. Contribute to the planning of application/infrastructure releases and configuration changes
  3. Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence
  4. Maintain knowledge base of known support issues and resolutions
  5. Create and maintain application support service catalogue in coordination with other internal application teams
  6. Ensure application monitoring mechanisms and performance tuning processes are in place
  7. Provide input to the implementation backup and roll-back plans
  8. Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs
  9. Create monthly performance reports and publish to stake holders
  10. Handle critical customer escalations and manage appropriate stakeholder communications
  11. Organize facilitate and lead technical teams to work to resolve major incidents
  12. Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
  13. Understand departmental and company policies procedures and business practices
  14. Mentor all team members to become more effective in their roles and coach them on their career aspirations

Measures of Outcomes:
  1. Adherence to engineering process and standards
  2. Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame
  3. Timely publication of reports and metrics to stakeholders
  4. Handling of critical escalations
  5. Adhere to SLAs where applicable
  6. # of non-compliance issues
  7. % of incident reduction based on permanent fixes/automation/utilities
  8. Productivity standard of the project
  9. # of reusable components or documents created
  10. Participation in Knowledge Transfer to ensure better grasp of product
  11. Completion of all mandatory training requirements
  12. Availability of all supported applications per defined standards

Outputs Expected:
RCA:
  1. Ensure Root Cause Analysis is performed for all issues as defined by the project

Design:
  1. Design appropriate metrics for reporting on key performance and quality indicators particularly in terms of in-depth trend analysis

Maintenance:
  1. Responsible for application upgrades ensuring troubleshooting post upgrades in general maintenance of the entire system

Develop Strategies:
  1. Lead should develop strategies to mitigate issues arising from existing problems

Innovative Value-adds:
  1. Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations:
  1. Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.

Skill Examples:
  1. Extensive knowledge and experience in managing and triaging Production Support incidents and issues
  2. Experience working with distributed teams in different time-zones
  3. Strong commitment to quality and engineering excellence
  4. Ability to take up new challenges and explore new technology/tools
  5. Ability to co-ordinate among multiple teams and bring out the best in team work
  6. Ability to handle critical customer escalations and manage under highly stressful situations
  7. Strong communication skills
  8. Able to work in a high paced dynamic and culturally diverse environment
  9. High level of commitment initiative enthusiasm and vision
  10. Excellent presentation and interpersonal skills
  11. Prioritize workload providing timely and accurate resolutions

Knowledge Examples:
Additional Comments:
None

Employement Category:

Employement Type: Full time
Industry: IT
Functional Area: IT
Role Category: Head
Role/Responsibilies: Lead II - Production Support

Contact Details:

Company: UST Global Singapore
Location(s): Cochin / Kochi / Ernakulam

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UST Global Singapore

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