Production Support Manager - IT

Looking at hiring for a Production Support Manager for our organization.

Details below:

Timings - 4 pm to 1 am IST

Location - Gurgaon

Profile :

- Managing and leading a team of Senior Technical Support professionals.

- Serving as single point of contact for escalation requests submitted by or on behalf of Partners and Customers across all contract levels (Basic, Essential and Business Critical Customers).

- Spearheading the operations related to program reviews with customer and reporting on the same.

- Meeting deadlines and TAT without compromising quality norms and adhering to SLA.

- Overseeing delivery & providing prompt post-implementation support.

- Understanding & coordinating client's needs/enhancements, customization, software-related issues and providing solutions in adherence to delivery schedules.

- Leading delivery management for a technical deliverable of concurrent projects.

- Preparing operational goals and developing business plans for the achievement of these goals; designing dashboards for operations.

- Providing professional leadership for staff and supporting them to have the appropriate tools to carry out their roles

- Rendering technical support/training to clients for resolving critical technical issues.

- Identifying performance bottlenecks and taking adequate measures to rectify faults.

- Developing project baselines; monitoring and controlling projects with respect to cost, resource deployment, time over-runs and quality compliance to ensure satisfactory execution of projects

- Communicating with key stakeholders of the project and the team members for accomplishing the project/day to day activities.

- Coordinating projects on a global delivery model which involves teams sitting in different geographical locations with communication barriers.

- Handling the overall operations for executing projects involving resource mobilization, execution within cost & time parameters and monitoring compliance in terms of documentation & processes.

- Monitoring / tracking projects with respect to budgeted cost, demand forecasts, time over-runs to ensure timely execution of projects

Qualifications:

- Min. 8-10 years of relevant experience in field

-Degree in Computer Science or related field from Tier 1 Institute

- Knowledge of DevOps and Technical know-how on Java, Spring, Microservices, Multi-tenant environment

- Ability to work in a fast-paced environment

Preferred:

- Candidates with ITIL, Six Sigma certification

Anubhav Jain
AVP-Talent Acquisition
EVC Ventures