Job
Description
Job Description: Senior Delivery Manager (Production Support and DevOps) The person is responsible for ensuring the smooth and reliable operation of production systems and applications, acting as a point of contact for incidents and ensuring the efficient resolution of issues. They also play a key role in incident management, root cause analysis, and continuous improvement efforts. The person should have excellent leadership and people management skills and should be able to lead a large team of Production Support and DevOps Engineers. Key roles and responsibilities: Incident Management and Support: Monitoring and Troubleshooting: Continuously monitor systems and applications for performance issues, incidents, and alerts, and proactively respond to incidents. Issue Resolution: Diagnose and resolve production issues using advanced troubleshooting techniques. Root Cause Analysis: Perform in-depth analysis to identify the root causes of incidents and prevent recurrence. Documentation and Communication: Create and maintain documentation related to production issues and resolutions, and effectively communicate with stakeholders, including development and operations teams. Incident Management: Oversee the incident management process, including prioritization, escalation, and resolution, ensuring timely and effective incident resolution. System Performance and Optimization: Performance Monitoring: Monitor system performance metrics, identify bottlenecks, and recommend solutions for performance optimization. Process Improvement: Implement and maintain processes and procedures to improve production support efficiency and reduce downtime. Automation: Identify and implement automation opportunities to streamline repetitive tasks and reduce manual effort. Data Analysis: Analyze data related to production performance, incident trends, and support requests to identify areas for improvement and optimization. Cross-Functional Collaboration: Collaboration with Development and Operations: Work closely with development, operations, and other relevant teams to ensure seamless software deployment and integration. Communication and Reporting: Provide regular reports on system performance, incident status, and support metrics to senior management and stakeholders. On-Call Support: Participate in on-call rotations and respond to production issues after business hours. Other Responsibilities: Training and Documentation: Develop and deliver training materials and documentation to support production support teams. Process Improvement: Identify and implement improvements to production support processes and procedures. Knowledge Management: Maintain and update knowledge databases and documentation to support troubleshooting and incident resolution. Continuous Improvement: Drive continuous improvement initiatives to enhance the overall efficiency and reliability of production support. Technical Skills: Excellent knowledge of ServiceNow, NewRelic, AWS Cloud, Application, System, Network, Cloud and DevOps. Experience: 12+ years Certification: ITIL, AWS Certification are desired We offer you a competitive total rewards package, continuing education training, and tremendous potential with a growing worldwide organization. ."
