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Hiring For Production Support Manager For POWAI
2 weeks ago
Minimum Qualification:
- B.Sc. (IT/CS) or BCA or MCA or BTech/BE ( Mech, Elec, E&TC, CS ).
Experience:
- Overall 17+ years in the IT sector with a minimum 15+ years dedicated to application production support.
Job description:
- Responsible for global service delivery & DR management, application production support processes and incident management. (Mandatory)
- Own the overall production support for all tracks.
- Interface and drive the MSP partner for the SLAs, KPIs and coverage windows
- Ensure better than expected systems / platform availability and RTO & RPO for the technology platform and tools
- Capture and action the root causes for critical and fatal incidences
- Crisp reporting of the metrics on weekly and monthly basis
- Coordinate with all tracks for smooth functioning of applications
- Reduce repetitive activities efforts by fixing issues or by automating with the help of development team
- Ensure clear and prompt communication to the stakeholders and leadership with production uptime metrics
- Create issues handling process, standardize and enforce with all tracks, keep it up-to-date
- Create and implement a plan to scale the support team based on the business expansion plan
- Own Release management for all the tracks and be gatekeeper for quality of releases
- Ensure data and environment security as custodian of the production environment
Skills:
- Good Communication Skills in English - verbal and written (mandatory)
- Experienced in ITSM and issue tracking processes and tools like Manage Engine SDP
- Good hands on experience of using JIRA tool and Excel is mandatory
- Knowledge of Ecommerce domain (Preferred)
- Knowledge of BCP (Business continuity planning) and DR (Disaster Recovery) process (Preferred)
- Sound understanding of application production support processes and incident management. (Mandatory)
