He/she performs operational and Level 3 support for production application platforms. Day to day work will include troubleshooting issues, documentation, and consultation to other teams, and contribute to the strategic direction of the respective application(s) within their portfolio. Additionally, the Production Support Manager assists in the planning of changes/releases/upgrades to the application environments. He/she demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise. The Production Support Manager is accountable for the end-to-end delivery of operational programs and operational projects to meet customer needs, and responsible for customer relationships across their span of control.
As Production Support Manager, they will be responsible for:
Leading a team of geographically dispersed resources to deliver operational support within budget for the Workflow platforms
Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within the Workflow platforms
Work with their teams to determine necessary activities to successfully deliver projects and operational support.
Ensure that the right type and number of resources that are required to fulfill the planned projects operational support needs are available and in place
Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
Understanding the pipeline of demand and ensure an appropriate supply of resources
Responsible for financial management and reporting and optimizing processes
Key responsibilities (analytical/decision making/supervisory):
Must be able to work within a matrix organization balancing the needs of the customer against firm initiatives and goals
Must make decisions, such as prioritizing relationships to develop, negotiating with customers and overcoming obstacles
Manage / navigate multiple teams to deliver operational support and project support in alignment with customer needs with transparency to IT Services and customer stakeholders.
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve risks effectively
Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
Leader and team player sets example for others to follow
Create an open, honest, accountable and collaborative team environment
Operate as an empowering leader; makes others look great
IT Management - Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance and effective use of IT infrastructure components and monitors their performance. Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to. Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved. Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.
Financial Management - Monitors and maintains all required financial records for compliance and audit to all agreed requirements. Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component and process failures.
Change Management - Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.
Release and Deployment - Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and IT partners on release scheduling and communication of progress. Conducts post release reviews. Ensures release processes and procedures are applied.
Application Support - Reviews and approves procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures.
IT Operations - Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work. Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures. Provides reports and proposals for improvement to specialists, users and managers.
Problem Management - Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures analyzes patterns and trends.
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