Production Support Manager

As a Technical Manager in Managed Services practice, you’ll create and align departmental plans and priorities to the organizational strategy while delivering timely support to the customers. You’ll offer expertise in standardization of service and operations aspects of systems and business processes. Team management experience is required with an ability to forecast resource needs and budget to overall resource utilization management. In addition, you’ll deliver performance reviews, coach and mentor team members.

Responsibilities:

This position may have 5 to 10 direct reports in multiple locations and will have following responsibilities:

• Ensure that applications meet their required service levels
• Identify system bottlenecks and opportunities for process improvements
• Works to align best practices across production support teams
• Works with individual team members to set goals as well as monitor and rate progress
• Motivates and inspires team to execute against strategic initiatives
• Serves as an escalation point for all production support issues
• Helps define production support processes and ensures that teams are following documented processes to resolve issues.
• Helps define reports that track key performance indicators (KPIs). Routinely reviews results and develops action items to improve team performance against KPIs
• Helps with job interviewing using competency based selection with consideration toward team diversity
• Helps with on-boarding, coaching, mentoring and training to ensure that we’re building a winning team
• Conducts resource planning, prepares shift rotation plan and ensures work/life balance by reviewing/approving time cards
• Ensures that senior production support management (internal and external) is always informed of the status of initiatives, impactful issues, team health and needs
• Stays connected with other Solution teams to understand impacts of their changes, align on timing, and ensure adequate support handoff
• Ensures that best practices are in place and that root cause is found wherever possible
• Ensures that After Action Reviews are executed, participates and ensures that action items are executed
• Works with team on individual development plans and monitors progress against the plan
• Empowers team to make decisions, creates challenges, encourages debate and invests in their individual success
• Conducts 1:1 meetings on a routine basis

Required skills & Experience

• Bachelor’s Degree in Computer Science, Information Systems, or a related field preferred
• At least 8 years’ relevant hand on experience in Core Java, Spring frameworks, Restful web services and Micro services
• Very good experience in dealing with large scale enterprise applications preferably in e-commerce domain
• Experience in application monitoring and application health checks using monitoring/APM tools like Splunk, Dynatrace, SiteScope, Geneos, Interscope, NetDiagnostics, etc
• Excellent verbal and written communication skills demonstrated by an ability to work well virtually with both on shore and off shore teams

• Knowledge of ITIL best practices with strong emphasis on incident management
• Production support experience is mandatory with solid understanding of L1, L2 and L3 activities
• Very good experience in conducting Impact Analysis of issues and preparing RCA’s
• Solid team management skills and should be ready to work in 24*7 shift rotation model