Manager I - Production Support

You will be responsible for managing the overall support team to ensure timely resolution of support issues for all supported applications in Kochi. Your role will involve acting as an escalation point for complex support issues, coordinating problem management activities, developing relationships with customers and internal stakeholders, managing shifts for appropriate coverage, providing technical support for production cycles, and resolving conflicts among various teams. Additionally, you will be expected to provide regular status reports to customers and managers, prioritize and resolve service issues, allocate resources efficiently, and ensure compliance with engineering processes and standards. Your key outcomes will include enhancing the efficiency of incident management processes, ensuring consistent design of services, planning and coordinating resources for new services, coordinating resolution of major service issues, developing strategies to mitigate recurring problems, and reporting critical outages promptly to management. You will also be responsible for identifying and implementing innovative value adds, handling escalations per the escalation matrix, and driving continuous process improvements. The ideal candidate for this role should possess strong organizational skills, extensive experience in managing production support incidents, the ability to work with distributed teams in different time-zones, a commitment to quality and engineering excellence, and excellent communication and interpersonal skills. You should also be adept at handling customer escalations, managing changing priorities, working independently under pressure, and driving conference calls with customers. In terms of knowledge, you should have expertise in appropriate software programs, experience in supporting enterprise customers, knowledge of operating systems and software platforms, familiarity with Agile methods, and understanding of ITIL standards. A management certification in a relevant area such as PMP or Prince certification would be beneficial. UST, a global digital transformation solutions provider, is looking for a Release Control Manager who will be responsible for planning, coordinating, and managing software releases across multiple environments. Key responsibilities include developing and maintaining release management policies, scheduling software releases, ensuring alignment with business goals, working closely with cross-functional teams, identifying and mitigating risks, improving release processes through CI/CD pipelines, monitoring release performance, and communicating release plans to stakeholders. Skills required for this role include SQL Server, build and release management, people management, and resource utilization.,