Production Support Program Manager

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• Analysis of the assigned Incident Tickets for relevant/related systems (MST label Component=System) and identification of other impacted systems
• Working with the team aim to resolve the issue at L2 level as per client standards;
• If the issue is directly affecting the System specified in the Component label, then:
• Enhance the Master Service Ticket (MST) with an estimated time of resolution (ETA)
• Create a System defect ticket under the MST and work on the resolution (as applicable)
• If the issue also affects other Systems, then:
• Create a defect ticket per system impacted under this MST;
• Be the owner of the MST resolution on E2E level;
• Coordinate with other Systems the E2E resolution and testing of the issue (i.e. resolve the MST);
• Coordinating with client stakeholders and the team working on priorities, escalations and follow-up for particular production support incidents/tickets, including escalation of the tickets to L3 support;
• Demonstrated experience in managing incident backlog and resolution tickets;
• Reporting on daily, weekly, monthly and periodic basis:
• Monthly Business Review with “Power Users” and L1 (Business Area Level)
• Weekly System Review with L1 System Lead (System Level)
• Responsible for the KPIs under the system OLA (e.g. resolution time)
• Participating in the development / architecture meetings to represent Applications Operations Services teams and providing support view, as necessary;
• Coordinating and cooperating with different Program Managers and Team Leaders to facilitate resolution of incidents/tickets in allotted time;
• Managing interdependencies or impediments to the resolution;
• Playing an important role in creating the knowledge Artifacts for all issues and standard operating procedures;
• Delivering a high service levels of support and contribute to Service improvement at various levels;
• Being part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued;

What you have:

• Minimum 3 years of experience in Software development industry
• Minimum 2 years working in Production Support role as Program Manager at Level 2/Tier 2 production support
• At least 2 years of experience with understanding SDLC, branching, production release planning and grasp of complex systems architecture, system interdependencies and interfaces.
• At least 2 years of experience managing teams supporting Application Support, triage activities and minor enhancements
• Minimum 2 years of experience managing teams troubleshooting, bug fixing and minor enhancements to web applications
• 2 years of experience working in environments with .NET Core, AngularJS, and REST would be considered a plus
• Ability to work in a diverse/ multiple stakeholder environment with excellent stakeholder management skills is a must
• Strong Analytical skills, coupled with strong verbal and written communications skills
• Flexible and adaptable
• Experience and desire to work in a Global delivery environment, with a possible experience in leading and managing multiple, local and remote, cross-functional teams (Dev and QA).

You will stand out if you have:

• Strong self-organization skills
• Global IT Delivery domain experience
• Knowledge of TFS/JIRA, along with working knowledge of JQL.
• Release and deployment methodologies
• Working with RDMS like SQL Server
• Producing documentation
• Establishing and enforcing processes
• Multitasking and prioritizing
• Travel may be required as per the job requirements

What we offer:

• Most cutting-edge technologies and modern environment
• Opportunity to work with people who are at the top of their field
• Great culture and environment
• Competitive remuneration package. We reward excellence
• Referral bonus
• Career growth
• Collaborative learning environment
• Mentorship programs
• Professional training