Lead II - Production Support

7 - 9 Years
1 Opening
Trivandrum

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:

Measures of Outcomes:

Outputs Expected:

RCA:

Design:

Maintenance:

Develop Strategies:

Innovative Value-adds:

Escalations:

Skill Examples:

Knowledge Examples:

• Appropriate software programs / modules
  • Able to give knowledge transitions to the team when required

  • Experience in supporting enterprise customers

  • Provide estimates for candidate Enhancement and Defect work to be included in release

  • Operating Systems and software platforms

  • Integrated development environment (IDE)

  • Agile methods

  • Knowledge base of customer domain and sub domain where problem is solved
  
  
  Additional Comments:

  As Operations Lead - Global Commercial & Consumer Apps your scope would consist of: People Leadership: Manage and Mentor a team of application support analysts Coordinate team activities based on priority and urgency and drive a productive ways of working across functional area. Provide advanced technical support for complex application issues & root cause analysis. Act as 1st layer of escalation to support CSMs and Sustain analysts Escalate issues to & from external Capability & Sector Deployment teams, as necessary. Identify opportunities for process improvements and work with team to implement changes to enhance efficiency and customer satisfaction. Stay updated on industry trends and advancements in application support technologies. E2E Service Management & SLAs: Review the service reports in accordance with SLA agreements partnering with the CSM Drive standard support processes and best practices to enhance service quality partnering with external Capability teams' guidance Act as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks Act as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs) Transition to Sustain Plan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain). Partner with Engineering Teams Release Manager to review Hypercare Checklist Drive the audit and alignment of the Hypercare Checklist and confirmed completed successfully with Customer Success Manager before accepting application Strategy and Planned Maintenance Review the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars Review impact and assessment of all planned maintenance across applications and shared capabilities ing teams of future changes Review all vendor management agreements & partner with Software Asset management to resolve issues or improve relationship Ensure planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments Drive a yearly Technology Lifecycle Management Capability Roadmap support future growth to gain AOP alignment & approval Communication and Reporting Review and validate Service Level reporting meets SLAs Celebrate success with SMILES awards or providing positive feedback to vendors & peers Assist in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards Share bright and hot spots with Sustain Lead that require celebration or attention Utilize PEPOps Dashboard to assist in standardizing functional reporting Celebrate success with SMILES awards or providing positive feedback to vendors & peers Who Are We Looking For? Education: Bachelor’s degree in Computer Science, Information Technology or a related field Experience: Minimum 10 years of experience in application support or a related technical support role Experience leading a team Deep understanding of application support methodologies and best practices Familiarity with a broad range of technologies, and enterprise applications. Understanding of Commercial and Consumer products to support Sales is a plus. Experience with IT service management tools and frameworks, such as ITIL Strong problem-solving abilities Good communication, interpersonal, and negotiation skills

Java Microservices,DB,Log monitoring & support knowledge