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Manager I - Production Support

Manager I - Production Support

UST

5 - 9 years

0 Lacs

kochi kerala

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

sql server build release management people management resource utilization

Work Mode

On-site

Job Type

Full Time

Job Description

You will be responsible for managing the overall support team, providing leadership and guidance to ensure timely resolution of support issues for all supported applications. As an escalation point of contact, you will handle challenging support issues and coordinate problem management activities across support teams. Developing relationships with customers and internal stakeholders, discussing production support aspects, and collaborating with various teams for issue resolution will be a key aspect of your role. In addition, you will arrange, assign, and monitor shifts to ensure appropriate coverage, provide technical support for production cycles jobs, and interact with multiple teams for conflict resolution. You will prioritize and escalate issues, allocate resources efficiently, and manage scope, budget, schedule, and risk across multiple projects. Proactively monitoring data processing and batch jobs, adhering to standards and best practices, mentoring team members, and ensuring customer satisfaction through regular touch points are crucial responsibilities. Furthermore, you are expected to drive efficiency in the incident management process, ensure consistent design of services and technology processes, plan and coordinate resources for new services, and maintain documentation for ongoing operations. Developing strategies to mitigate problems, reporting critical outages promptly, and collaborating with customers for customized reports are essential tasks. Additionally, you will identify and develop innovative value adds, handle escalations per the escalation matrix, and possess strong organizational, communication, and problem-solving skills. Your role will also involve collaborating with cross-functional teams, planning and coordinating software releases, implementing release governance and compliance controls, and improving release processes through automation. Monitoring release performance, communicating release plans to stakeholders, managing emergency releases, and ensuring adherence to relevant methodologies for release management are key responsibilities. You should have strong skills in SQL Server, build and release management, people management, and resource utilization. Additionally, having knowledge in software programs, supporting enterprise customers, operating systems, Agile methods, and ITIL standards will be beneficial for this role.,

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Manager I - Production Support