Lead I - Production Support

UST Healthproof

4 - 8 years

6 - 10 Lacs

kochi chennai thiruvananthapuram

Posted:1 day ago| Platform:

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Skills Required

performance tuning automation application support change management team management debugging agile incident management dbms sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

Outcomes:

Lead and prioritise the Application Support team\u2019s work load
Co-ordinate and promote effective functioning of problem management activities across all support teams
Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence
Create and maintain knowledge base of known support issues and resolutions
Create and maintain application support service catalogue in coordination with other internal application teams
Create application monitoring mechanisms and performance tuning processes
Provide input for implementation backup and roll-back plans
Create daily and weekly status reports; publish to stake holders
Should be able to handle critical customer escalations
Lead technical teams in working towards resolving major incidents
Understands departmental and company policies procedures and business practices
Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles
Measures of Outcomes:
Adherence to engineering process and standards
Ensure that ticketsincidents are fixed by all the resources in team within allotted time frame
Timely publication of reports and metrics to stakeholders
Handling of critical escalations
Adhere to SLAs where applicable
# of tickets or incidents fixed
# of non-compliance issues
Productivity standard of the project
# of reusable components or documents created
Participation in Knowledge Transfer to ensure better grasp of product
Completion of all mandatory training requirements
Outputs Expected

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