Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution

Outcomes:

      Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams       Contribute to the planning of application/infrastructure releases and configuration changes       Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence       Maintain knowledge base of known support issues and resolutions       Create and maintain application support service catalogue in coordination with other internal application teams       Ensure application monitoring mechanisms and performance tuning processes are in place       Provide input to the implementation backup and roll-back plans       Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs       Create monthly performance reports and publish to stake holders   Handle critical customer escalations and manage appropriate stakeholder communications   Organize facilitate and lead technical teams to work to resolve major incidents   Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems   Understand departmental and company policies procedures and business practices Mentor all team members to become more effective in their roles and coach them on their career aspirations

Measures of Outcomes:

      Adherence to engineering process and standards       Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame       Timely publication of reports and metrics to stakeholders       Handling of critical escalations       Adhere to SLAs where applicable       # 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 of all supported applications per defined standards

Outputs Expected:

RCA:

Ensure Root Cause Analysis is performed for all issues as defined by the project

Design:

Design appropriate metrics for reporting on key performance and quality indicators
particularly in terms of in-depth trend analysis

Maintenance:

Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system

Develop Strategies:

Lead should develop strategies to mitigate issues arising from existing problems

Innovative Value-adds:

Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations:

Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.

Skill Examples:

      Extensive knowledge and experience in managing and triaging Production Support incidents and issues       Experience working with distributed teams in different time-zones       Strong commitment to quality and engineering excellence       Ability to take up new challenges and explore new technology/tools       Ability to co-ordinate among multiple teams and bring out the best in team work       Ability to handle critical customer escalations and manage under highly stressful situations       Strong communication skills       Able to work in a high paced dynamic and culturally diverse environment       High level of commitment initiative enthusiasm and vision   Excellent presentation and interpersonal skills Prioritize workload; providing timely and accurate resolutions

Knowledge Examples:

      Appropriate software programs / modules       Able to give knowledge transitions to the team when required       Experience in supporting enterprise customers       Provide estimates for candidate Enhancement and Defect work to be included in release       Operating Systems and software platforms       Integrated development environment (IDE)       Agile methods Knowledge base of customer domain and sub domain where problem is solved

Additional Comments:

As Operations Lead - Global Commercial & Consumer Apps your scope would consist of: People Leadership: Manage and Mentor a team of application support analysts  Coordinate team activities based on priority and urgency and drive a productive ways of working across functional area.  Provide advanced technical support for complex application issues & root cause analysis.  Act as 1st layer of escalation to support CSMs and Sustain analysts Escalate issues to & from external Capability & Sector Deployment teams, as necessary. Identify opportunities for process improvements and work with team to implement changes to enhance efficiency and customer satisfaction. Stay updated on industry trends and advancements in application support technologies.    E2E Service Management & SLAs: Review the service reports in accordance with SLA agreements partnering with the CSM Drive standard support processes and best practices to enhance service quality partnering with external Capability teams' guidance Act as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks Act as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)   Transition to Sustain Plan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain). Partner with Engineering Teams Release Manager to review Hypercare Checklist  Drive the audit and alignment of the Hypercare Checklist and confirmed completed successfully with Customer Success Manager before accepting application Strategy and Planned Maintenance Review the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars Review impact and assessment of all planned maintenance across applications and shared capabilities ing teams of future changes Review all vendor management agreements & partner with Software Asset management to resolve issues or improve relationship Ensure planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments Drive a yearly Technology Lifecycle Management Capability Roadmap support future growth to gain AOP alignment & approval  Communication and Reporting Review and validate Service Level reporting meets SLAs  Celebrate success with SMILES awards or providing positive feedback to vendors & peers Assist in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards  Share bright and hot spots with Sustain Lead that require celebration or attention Utilize PEPOps Dashboard to assist in standardizing functional reporting Celebrate success with SMILES awards or providing positive feedback to vendors & peers Who Are We Looking For?   Education: Bachelor’s degree in Computer Science, Information Technology or a related field Experience: Minimum 10 years of experience in application support or a related technical support role Experience leading a team Deep understanding of application support methodologies and best practices Familiarity with a broad range of technologies, and enterprise applications. Understanding of Commercial and Consumer products to support Sales is a plus. Experience with IT service management tools and frameworks, such as ITIL Strong problem-solving abilities Good communication, interpersonal, and negotiation skills