Lead II - Production Support

Summary:

• Duration: 1 year

Responsibilities:

• Coordinate and promote the effective functioning of incident/problem management activities across all support teams.
• Contribute to the planning of application/infrastructure releases and configuration changes.
• Ensure Root Cause Analysis of all reported issues are completed within timelines and implement permanent fixes to prevent re-occurrence.
• Maintain a knowledge base of known support issues and resolutions.
• Create and maintain an application support service catalogue in coordination with other internal application teams.
• Ensure application monitoring mechanisms and performance tuning processes are in place.
• Provide input to the implementation, backup, and roll-back plans.
• Maintain good working relationships with internal departments and 3rd party vendors and hosting providers.
• Create monthly performance reports and publish to stakeholders.
• Handle critical customer escalations and manage appropriate stakeholder communications.
• Organize, facilitate, and lead technical teams to resolve major incidents.
• Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support.
• Develop strategies to allow Application Support to manage resultant problems.
• Mentor team members to become more effective in their roles and coach them on their career aspirations.

Requirements:

• Extensive knowledge and 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 handle critical customer escalations and manage under highly stressful situations.
• Strong communication skills.
• High level of commitment, initiative, enthusiasm, and vision.
• Excellent presentation and interpersonal skills.

Preferred Skills:

• Experience in supporting enterprise customers.
• Knowledge of appropriate software programs/modules.
• Familiarity with operating systems and software platforms.
• Understanding of Agile methods.
• Knowledge base of customer domain and sub-domain where problems are solved.