Manager - RITES (Remote IT Enabled Services)

4 weeks ago

Chennai, India SourceHOV Full time

Company Description

SourceHOV (Exela Technologies) Technologies is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of experience operating mission-critical processes, SourceHOV (Exela Technologies) serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. Utilizing foundational technologies spanning information management, workflow automation, and integrated communications, SourceHOV (Exela Technologies)’s software and services include multi-industry, departmental solution suites addressing finance and accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and the public sector. Through cloud-enabled platforms, built on a configurable stack of automation modules, and approximately 15,000 employees operating in 21 countries, SourceHOV (Exela Technologies) rapidly deploys integrated technology and operations as an end-to-end digital journey partner. About the Role We are seeking a visionary and accomplished Technology Head (Role) to lead and inspire our technology team. You will be responsible for driving innovation and excellence across all aspects of technology, including product development, customer project delivery, and technical support. As a member of the executive leadership team, you will play a key role in shaping our strategic direction and ensuring its successful execution.



Key Responsibilities


  • :
    Should have sound knowledge on MS SQL and .Ne
  • t.Should have sound knowledge on Windows Serv
  • erShould have managed a team size of 10 to 1
  • 2.Should be available to provide support 24 x
  • 7.Should have worked in any of the Production Support environmen
  • t.Should have done ITIL Certificati


on
Job Descripti


  • on:
    We are seeking an experienced Production Support Tech Lead with a strong background in.NET technologies. The Production Support Lead will be responsible for overseeing a team of production support engineers. This role requires technical proficiency in support processes (.NET, SQL, and Angular JS, excellent leadership skills, and a proactive approach to problem-solv
  • ing.Analyze trends based on key issues highlighted in the rep
  • ort.Apply negotiation styles accordingly when managing stakehold
  • ers.Classify change requests according to business guidelines and service-level agreeme
  • nts.Communicate proposed work plans to the senior management and application support t
  • eam.Communicate the application support policies, procedures and SLA to the relevant part
  • ies.Conduct feedback session with client gro
  • ups.Confirm Service Level Agreements (SLA) with users, which includes the level of application support maintena
  • nce.Create documentation of the support services to be delivered based on each application’s functional
  • ity.Define action and work plans to address the iss
  • ues.Define criteria and procedures for services development, implementation, testing and acceptance with the service provi
  • der.Determine the scope of support services based on organization and users’ requireme
  • nts.Develop and implement a checklist for managing service deliv
  • ery.Evaluate the costs and benefits of implementing changes against the current sys
  • tem.Formulate a problem solving and decision-making approach to handle issues for a given proj
  • ect.Generate the report based on the report specification docum
  • ent.Identify and define appropriate data sources, tools and techniques for extracting application support d
  • ata.Lead and oversee the development level of each team mem
  • ber.Monitor and review service lev
  • els.Negotiate with service provider on the cost and scope of chan
  • ges.Schedule change analysis in accordance with business down periods and periods of business-critical activi
  • tiesPeople management for seamless execution of 24/7 technical support project with proper shift allocation to various resources and ensure efficient resource managem

e

nt. Personal Attribu

  • tes:Communicate effectively with colleagues and clie
  • nts.Good team pla
  • yer.Quality focu
  • sed.Flexible, "can do" attit
  • ude.Proactive and responsible in areas of expert
  • ise.Proactive with respect to personal developm


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