Production Support - Senior Manager / Director
- Antworks Solutions
- 8 - 13 years
- Pune
- 4 years ago
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Job Description
About CompanyAntWorks are software pioneers in the design of work for the 21st Century. Automating routine and augmenting the decisions and innovation of colleagues with the information they need, when they need it, to do the best job possible for their business and their customers.
AntWorks brings a suite of software solutions built in-house by our leading software engineering and Machine Learning teams to combine the opportunities of Artificial Intelligence and Robotic Process Automation (RPA) capabilities for our customers across the globe.
Job Description:
Experience Required: - 8 years to 15 years
Designation: Senior Manager / Director
Work Location: Chennai / Bangalore / Mumbai / Pune
Qualification: Any Graduation
Role Objective:
To lead a production support team and supervise 24x7 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.
Experience:
8 - 15 years experience in Change, Release, Incident and Problem Management for application support.
8 - 15 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 KPIs.
Good experience in scheduling, Rostering in a 24x7 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.
Working Relationships:
Internal - Business Lines and Leadership Team
External - End client representatives (based on project requirement)
Primary Responsibilities:
This position will manage the Support Operations of AntWorks in 24x7 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
Job Description:
Managing support teams 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 teams velocity;
Identify opportunities for process improvement and make constructive suggestion for change;
Conduct technical review, project reviews and audit code review and QC of codes and patches or resolution 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 relationship with clients and partners and interpret internal and external business issues. Understand business drivers and apply best practice 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 :
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.
Interested candidates, please share your updated resume and below information to ro**********s@***.works
Total years of experience
Current CTC
Expected CTC
Notice Period
Preferred Location
Regards,
Robert
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT & Information Security, Role Category: IT SupportRole: IT SupportEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Any DoctorateContact Details:
Company: ntWorksAddress: Office # 5, Silver Fern Commercial 3rd Floor, Near, Karve Statue, Karve Road,Kothrud,Pune MH 411038 IN, PUNE, Maharashtra, IndiaLocation(s): Pune+ View Contact
Keyskills: production support release management incident management ITIL change management
Fraud Alert to job seekers!
₹ 10,00,000 - 20,00,000 P.A
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Antworks Solutions
About CompanyAntWorks are software pioneers in the design of work for the 21st Century. Automating routine and augmenting the decisions and innovation of colleagues with the information they need, when they need it, to do the best job possible for their business and their customer...
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