Production Support Senior Program Manager

Authority Partners

About The Position

We are looking for a Production Support Senior Program Manager who will apply technical proficiency for service operations and application production support for a large enterprise-level organization. The manager will need to acknowledge and manage incidents, administer and prioritize request and tickets queues, properly identify the most appropriate team and assign tickets to team members, work on issues, respond to issues, perform analysis, suggest and communicate input on potential work-arounds, communicate to all stakeholders, and close issues as per agreed timelines.

Requirements

Minimum 3 years of experience in the Software development industry.
Minimum 2 years working in a Production Support role as Program Manager at Level 2/Tier 2 production support.
At least 2 years of experience with understanding SDLC, branching, production release planning, and grasp of complex systems architecture, system interdependencies, and interfaces.
At least 2 years of experience managing teams supporting Application Support, triage activities, and minor enhancements.
Minimum 2 years of experience managing teams troubleshooting, bug fixing, and minor enhancements to web applications.
Ability to work in a diverse/multiple stakeholder environment with excellent stakeholder management skills is a must.
Strong Analytical skills, coupled with strong verbal and written communication skills.
Flexible and adaptable.
Experience and desire to work in a Global delivery environment, with possible experience in leading and managing multiple, local and remote, cross-functional teams (Dev and QA).

Nice To Haves

2 years of experience working in environments with .NET Core, AngularJS, and REST would be considered a plus.
Strong self-organization skills.
Global IT Delivery domain experience.
Knowledge of TFS/JIRA, along with working knowledge of JQL.
Release and deployment methodologies.
Working with RDBMS like SQL Server.
Producing documentation.
Establishing and enforcing processes.
Multitasking and prioritizing.
Travel may be required as per the job requirements.

Responsibilities

Analysis of assigned Incident Tickets for relevant/related systems (MST label Component=System) and identification of other impacted systems.
Working with the team to aim to resolve the issue at L2 level as per client standards.
If the issue is directly affecting the System specified in the Component label: Enhance the Master Service Ticket (MST) with an estimated time of resolution (ETA). Create a System defect ticket under the MST and work on the resolution (as applicable).
If the issue also affects other Systems: Create a defect ticket per system impacted under this MST. Be the owner of the MST resolution on E2E level. Coordinate with other Systems the E2E resolution and testing of the issue (i.e. resolve the MST).
Coordinating with client stakeholders and the team working on priorities, escalations, and follow-up for particular production support incidents/tickets, including escalation of the tickets to L3 support.
Reporting on daily, weekly, monthly, and periodic basis: Monthly Business Review with “Power Users” and L1 (Business Area Level). Weekly System Review with L1 System Lead (System Level).
Responsible for the KPIs under the system OLA (e.g. resolution time).
Participating in development/architecture meetings to represent Applications Operations Services teams and providing support view, as necessary.
Coordinating and cooperating with different Program Managers and Team Leaders to facilitate resolution of incidents/tickets in allotted time.
Managing interdependencies or impediments to the resolution.
Playing an important role in creating knowledge artifacts for all issues and standard operating procedures.
Delivering high service levels of support and contributing to service improvement at various levels.
Being part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.