Senior Manager

3 weeks ago

Noida, India Axtria - Ingenious Insights Full time

Job Role – Senior Manager, Production Support Engineering

Experience – 12+ years.

Job Location: Noida

Education: BE/B. Tech./Master of Computer Application

Work Experience:

  • Overall 12+ years of managing and supporting enterprise grade application(s) at production.
  • Managing managers and/or individual contributors within the production support engineering
  • Defining production support processes for reliability and repeatability

Role & Responsibilities

  • Consistently ensure high support satisfaction for Axtria’s world-wide customers
  • Help production support engineers to resolve tickets accurately and efficiently as per defined SLAs
  • Help production support engineers to manage tickets, manage expectations, and communicate well
  • Develop, implement, and review production support procedures, policies, and activities
  • Improving the customer experience in measurable and repeatable ways
  • Publishing various production support matrices to appropriate stakeholders
  • Work collaboratively with development engineering teams and share regular feedbacks from production
  • Suggest and drive implementation of world-class diagnostic and application performance monitoring tools in applications for enhanced supportability.
  • Hire a world class team of production support engineering managers by actively seeking talent who are focused on delivering world class customer support
  • Hold regular 1:1s with their team managers and skip-level 1:1s with all members of their team
  • Mentor the managers on their team
  • Work across functions with peers in other groups to facilitate the accomplishment of shared goals • Represent Axtria production support engineering in client meetings and other official functions
  • Participating in escalation on-call rotation (limited to regional working hours during the week and weekend)

Technical Skills:

  • Ability to gain good functional and technical understanding product suites
  • Excellent troubleshooting skills
  • Solid understanding of cloud services platforms e.g., AWS, GCP, Azure etc.
  • Well verses with programming languages (Java, Python, etc.)
  • Well versed with DBs and SQLs
  • Familiarity with Salesforce platform will be a plus
  • Experience with DevOps
  • Experience with tools like JIRA, Confluence, SharePoint, etc.
  • Experience with performance, volume, and stress profiling Soft Skills:
  • Excellent communication skills
  • Ability to convey hard/sensitive messages without any apprehensions as well as avoid creating frictions.
  • Ability to navigate thru organization independently

About AXTRIA

(www.axtria.com) Axtria is a global provider of cloud software and data analytics to the Life Sciences industry. We help Life Sciences companies transform the product commercialization journey to drive sales growth and improve healthcare outcomes for patients. We are acutely aware that our work impacts millions of patients and lead passionately to improve their lives. Axtria is looking for exceptional talent to join our rapidly growing global team. People are our biggest perk Our transparent and collaborative culture offers a chance to work with some of the brightest minds in the industry. Axtria Institute, our in-house university, offers the best training in the industry and an opportunity to learn in a structured environment. A customized career progression plan ensures every associate is setup for success and able to do meaningful work in a fun environment. We want our legacy to be the leaders we produce for the industry. Will you be next

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