Job Description:

Operations Management:

Manage support engineers (internal, subcontractors or third-party maintainers)Ensures adequate communication with customer and internal stakeholders through meetings and reportingProposes improvements to maintenance strategy throughout the life of the contractEnsures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholdersManages critical situations with the customer potentially with guidance of the lead or expert or senior peerPrepares and presents Weekly Reports to customer

Incident Management:

Drive all major incidents to resolution as quickly as possibleManages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)Ensures adequate communication with customer and internal stakeholders through meetings and reportingProposes improvements to maintenance strategy throughout the life of the contractEnsures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholdersUnderstands technical specification and client requirements, and solution architectureDefines strategy and manages maintenance activities for simple solutionsManages critical situations with the customer potentially with guidance of the lead or expert or senior peerPrepares and communicates Supports Activities ReportsPresents results to customerEnsure that incidents meet the Service Level Agreement (SLA)Provide coordination across all support teams to ensure timely resolution of incidentsEscalate all process breakdown related cases causing either a delay in resolution or an actual SLA breachParticipate in regular incident meetings to review open incidents and drive timely closurePrepare periodic service reports for stakeholdersPerform analysis to identify incident trendsReview incidents to ensure that they documented correctly in the Incident report as per the Incident Management processTrack and report all Incident Management related KPIsPerform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans

Problem Management:

Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actionsWork with various support teams to drive problem tickets to closureTrack follow up actions ensuring timely closure of problem ticketsPerform analysis to identify and register problem ticketsGatekeeper of all known errorsTrack and report all problem management related KPIs

Requirements

Bachelor’s degree in Business, Computer Science, or related discipline required5-7 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferredExperience in Application support (Java based), Infrastructure (Storage, Network, Windows, Linux, etc), Web/Application/Middleware servicesGood understanding of government landscape is a plusStrong communication skills and able to articulate complex matters in concise mannerGood inter-personal skills with the ability to manage customers wellStrong analytical skills and able to deal with complex technical and process subject mattersSelf-motivated and able to work independentlyITIL certification is a must

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