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Support Lead

5 months ago

Noida, India GEDU Services Full time

Position: Support Lead

Location: Noida, India

Working Day: 5 days

Work Mode: Work From Office


Duties and Responsibilities:

  • Act as an escalation point of contact for application support issues; requiring the ability to handle challenging issues related to supporting various applications and systems
  • Co-ordinate and promote the effective functioning of /problem management activities across all support teams.
  • Develop relationship with customer community and the internal stake holders, discussing all production support aspects with Application Development Management and customer stake holders.
  • Arrange assign adjust and monitor shifts to have appropriate coverage and provide additional support to existing production support procedures.
  • Provide technical support for production cycles jobs, troubleshooting issues.
  • Interact with infrastructure release management change management incident management QA DBA and application development teams; amicably resolving conflicts.
  • Provide regular status reports to customer and Delivery/Account manager on application status and other metrics.
  • Prioritize issues raised; coordinate escalation and resolve major service issues.
  • Effectively allocate resources to resolve problems/incidents based on priority.
  • Define and manage scope budget schedule priorities and risk throughout the multiple projects.
  • Coordinate areas of communication within the account having impact on scope budget risk and resources
  • Proactively ensure team monitors all data processing and batch jobs to ensure secure services with minimum downtime.
  • Uphold the standards and best practices by adhering to them in their work as well as by implementing them in the team’s work by review and monitoring.
  • Provide innovative contribution within the team by coming up with ideas to automate repetitive work.
  • Able to mentor support team members in such a way that they can progress on to the next level of growth.
  • Conduct peer reviews and demand high quality standards from the reviewed deliverables.
  • Handle resourcing requirements for support roles in the team
  • Maintain the team resource pyramid and plan for resource rotation on regular timeframe.
  • Ensure overall customer satisfaction by regular touch points with team and customer stakeholders.
  • Should be able to manage a team of support engineers working on multiple technologies.
  • Participate and lead the activities like Coding, Design, Development, Testing on Web and Mobile using .Net stack and iOS/Android.
  • Publish metrics for the support team, like:
  • Adherence to engineering process and standards.
  • Ensure that tickets/incidents are resolved by the resources in team within the allocated time frame.
  • Timely publication of reports and metrics to stakeholders
  • Handling of critical escalations
  • Adhere to SLAs where applicable.
  • Customer Satisfaction Score (C-SAT/NPS)
  • # of non-compliance issues
  • % of incident reduction based on permanent fixes/automation/utilities
  • Productivity standard of the project
  • # of reusable components or documents created
  • Participation in Knowledge Transfer to ensure better grasp of product.
  • Completion of all mandatory training requirements
  • Availability and performance of all supported applications as per the defined standards
  • Meeting SLAs
  • TAT Improvement


Required Skills and Qualifications:

  • Prior experience of overall responsibility for maintaining Health plan ecosystem using the health Rules suite and other participating vendor software products for the client.
  • Ensure team is motivated and focused to meet SLAs and activities including customer communication is planned accordingly· Assume responsibility for stabilizing the system by identifying root cause and putting in place corrective and preventive action· Assume responsibility of optimization activities which enhance the system to scale· Ensure Continuous Improvement initiatives are identified, implemented and presented to customer on a monthly/ quarterly basis.
  • Responsible for working with Gedu partners to meet SLAs· Ensuring details are captured, escalated to the right channel to gain vendor Partner attention to meet SLAs· Ensure relevant standards, process and regulations are upheld in addition to producing accurate and timely reporting of program status throughout its life cycle.
  • Ensure quality of deliverables
  • Manage budgets and reporting for internal and external stakeholders.
  • Understand necessary regulations, certifications and audit requirements effecting the client’s business, industry, and software.
  • Responsible for Talent Management of the entire team in the hierarchy – development plans, top talent identification and assist in the coaching of staff towards meeting and exceeding performance expectations for quantity, quality, timeliness, and efficiency.
  • Determine staffing strategy and ensure optimal and effective utilization of people.
  • Comply with the organization’s Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls. You bring:
  • Prior experience of project management or software development/ maintenance, management, or similar roles
  • Deep Education domain knowledge
  • Experience on multiple platforms and technologies
  • Ability to oversee multiple accounts/vendors and meet stated customer-initiated deadlines.
  • Working knowledge of JIRA, ServiceNow, Helpdesk and other tools is required.
  • Previous experience of working on .Net, SQL Server, react.js, angular.js, No SQL, Microservices, GitHub, Code Branching and Merging strategies., Splunk, logging, CDN, Cloud ( Azure and AWS)
  • Previous experience of using tools like WhiteHat/Veracode, SonarCloud & Appdynamics etc.

· Prior experience of working in cloud like Azure, AWS and GCP

  • Prior experience of working with Global clients

Experience:

  • Overall experience of 6-12 Years
  • 5+ years of experience as an Engineering Support Lead in Agile Development Environment

Educational Qualification(s):

BE/B.Tech/MCA/M.Tech/MBA or Graduate with relevant experience.


*** If interested, kindly drop your CV on- Email: sanand@geduservices.com