Manager - RITES (Remote IT Enabled Services)

2 weeks ago


Chennai, Tamil Nadu, India SourceHOV Full time

Company Description

SourceHOV (Exela Technologies) Technologies is a prominent player in business process automation, utilizing a global presence and advanced technology to offer digital transformation solutions that enhance quality, productivity, and user experience. With extensive experience managing critical processes, SourceHOV (Exela Technologies) caters to a diverse clientele across 50 countries, including a majority of the Fortune 100 companies. Their innovative software and services cover various industries such as finance, human resources, legal management, banking, healthcare, insurance, and the public sector. With a workforce of around 15,000 employees spread across 21 countries, SourceHOV (Exela Technologies) delivers cutting-edge technology solutions through cloud-based platforms, making them a reliable partner for end-to-end digital transformation journeys.


Key Responsibilities

  • Should have expertise in MS SQL and .Net technologies
  • Must have experience in managing teams of 10 to 12 members
  • Available round-the-clock for support
  • Prior exposure to Production Support environments
  • Possess ITIL Certification

Job Description

  • We are looking for a skilled Production Support Tech Lead well-versed in .NET technologies. This role involves leading a team of production support engineers and requires proficiency in support processes, leadership qualities, and a proactive problem-solving approach.
  • Analyze and address trends in reported issues
  • Effectively handle stakeholders and negotiate as needed
  • Classify change requests per guidelines and agreements
  • Communicate work plans and support policies to relevant stakeholders
  • Conduct feedback sessions with client groups
  • Define and maintain Service Level Agreements (SLA)
  • Create documentation for support services based on application functionality
  • Devise action plans to resolve issues efficiently
  • Evaluate costs and benefits of proposed changes
  • Lead team members effectively at the development stage
  • Monitor and review service levels
  • Negotiate changes with service providers
  • Ensure seamless execution of technical support projects through efficient resource management

Personal Attributes

  • Effective communication with colleagues and clients
  • Strong team player
  • Quality-focused
  • Adaptable with a proactive attitude
  • Responsibility and proactivity in areas of expertise


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