Address
Form of workRole Proficiency:
Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelinesOutcomes:
- Lead and prioritise the Application Support team’s work load
- Co-ordinate and promote effective functioning of problem management activities across all support teams
- Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
- Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence
- Create and maintain knowledge base of known support issues and resolutions
- Create and maintain application support service catalogue in coordination with other internal application teams
- Create application monitoring mechanisms and performance tuning processes
- Provide input for implementation backup and roll-back plans
- Create daily and weekly status reports; publish to stake holders
- Should be able to handle critical customer escalations
- Lead technical teams in working towards resolving major incidents
- Understands departmental and company policies procedures and business practices
Measures of Outcomes:
- Adherence to engineering process and standards
- Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame
- Timely publication of reports and metrics to stakeholders
- Handling of critical escalations
- Adhere to SLAs where applicable
- # of tickets or incidents fixed
- # of non-compliance issues
- Productivity standard of the project
- # of reusable components or documents created
- Participation in Knowledge Transfer to ensure better grasp of product
Outputs Expected:
RCA:- Ensure Root Cause Analysis is performed for all issues as defined by the project
Issue Resolution:
- Provide technical solution for resolving high priority and severity incidents
Maintenance:
- Responsible for application upgrades and troubleshooting post upgrades
in general maintenance of the entire system
Best Practices:
- Create Incident Management best practices and ensure team adherence
Innovative Value-adds:
- Responsible for identifying and developing innovative value adds that benefit the project/customer/organization
Escalations:
Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.
Skill Examples:
- Extensive knowledge/Experience in managing and triaging Production Support incidents and issues
- Experience working with distributed teams in different time-zones
- Strong commitment to quality and engineering excellence
- Ability to take on new challenges and explore new technology/tools
- Strong communication skills
- Able to work in a high paced dynamic and culturally diverse environment
- High level of commitment initiative enthusiasm and vision
- Excellent presentation and interpersonal skills
Knowledge Examples:
- Appropriate software programs / modules
- Able to give Knowledge transitions to the team as when required
- Experience in supporting enterprise customers
- Provide estimates for candidate Enhancement and Defect work to be included in release
- Operating Systems and software platforms
- Integrated development environment (IDE)
- Agile methods
Additional Comments:Looking for : • Production Support experience • Ready for shift working & on-call • Experience in T-24 • Dotnet and SQL experience preferrable • Good Communication in English
