Manager - Captive Operations

About The Company

• Ensuring uptime of the DAM platform as per defined service levels
• Ensuring coverage of the solution to ensure adequate security posture
• Implement and fine tune policies in accordance with security policies and continually evolving threat landscape. Define reports and dashboards
• Integration of databases with DAM platform as per organisational requirements
• DAM application administration, management and advanced troubleshooting. Attend to P1 incidents and documentation of RCA
• Define SOPs to facilitate effective collaboration of work with cross functional stakeholders in customer organisation
• Keeping platform current with defined security baselines and OEM defined best practices
• Participation in audit exercises and closing out observations within defined timeframes
• Participation in BCP and DR drills. Ensuring platform is resilient from uptime perspective
• Track licensing, OEM support validity and coordination for scheduled audits of the platform
• Coordination with OEM support for bug fixes or product issues
• Guide and support Tier 2 Engineers on administration and platform
• Update required documentation on need basis
  

Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident Validation, Incident Analysis, Solution recommendation
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
• Act as a point of escalation for Level-1 customer service analysts
• Coordinate with IT teams on escalations, tracking, performance issues, and outages.
• Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
• Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.
  

• Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
• Experience in troubleshooting platform related issues, data backup, restoration, retention
• Maintains awareness of latest technologies in the domain