Production Support Program Manager - AUJ8

Production Support Program Manager - AUJ8

24 abr
Authority Partners
Bogotá D.C.

24 abr

Authority Partners

Bogotá D.C.


We are looking for Production Support Senior Program Managers who will apply technical proficiency for service operations and application production support for the large enterprise-level organization. Managers will need to acknowledge and manage the incident, administer and prioritize request and tickets queues, properly identify the most appropriate team and assign tickets to the team members, work on the issues, respond to issues, perform analysis, suggest and communicate input on potential work-arounds, communicate to all stakeholders and close issue as per agreed timelines. We caught your interest? Let us know and apply!

RESPONSIBILITIES:Performing the enhancement stories

Working with the team to develop and deploy as per client standards

Coordinating with client stakeholders and the team working on priorities, escalations and follow-up for particular production support incidents/tickets

Demonstrated experience in managing incident backlog and resolution tickets

Reporting on daily, weekly, monthly and periodic basis

Participating in the development / architecture meetings to represent Applications Operations Services teams and providing support view

Coordinating and cooperating with different Program Managers and Team Leaders to facilitate resolution of incidents/tickets in allotted time

Managing interdependencies or impediments to the resolution.

Playing an important role in creating the knowledge Artifacts for all issues and standard operating procedures

Delivering a high service levels of support and contribute to Service improvement at various levels

Being part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued

QUALIFICATIONS/EXPERIENCE:Minimum 5 years of experience in Software development industry

Minimum 2 years working in Production Support role as Program Manager at Level 2/Tier 2 production support

At least 2 years of experience with understanding SDLC, branching, production release planning and grasp of complex systems architecture, system interdependencies and interfaces.

At least 2 years of experience managing teams supporting Application Support, triage activities and minor enhancements

Minimum 2 years of experience managing teams troubleshooting, bug fixing and minor enhancements to web applications

2 years of experience working in environments with .NET Core, AngularJS, and REST would be considered a plus

Ability to work in a diverse/ multiple stakeholder environment with excellent stakeholder management skills is a must

Strong Analytical skills, coupled with strong verbal and written communications skills

Flexible and adaptable

Experience and desire to work in a Global delivery environment, with a possible experience in leading and managing multiple, local and remote, cross-functional teams (Dev and QA).

BONUS EXPERIENCE:Strong self-organization skills.

Global IT Delivery domain experience

Knowledge of TFS/JIRA, along with working knowledge of JQL.

Release and deployment methodologies

Working with RDMS like SQL Server

Producing documentation

Establishing and enforcing processes

Multitasking and prioritizing

Travel may be required as per the job requirements

AP PERKS:Opportunity to work with people who are at the top of their field

Competitive remuneration package.

We reward excellence

Career growth

Collaborative learning environment

Professional trainings


Authority Partners is a leading and global IT services company with over 23 years of experience, serving clients within the financial, healthcare, insurance, mortgage and technology sectors among many others. We are committed to building relationships with IT professionals who possess integrity, dedication, teamwork, and the desire to learn and grow with us. We specialize in placement for long-term contract and permanent opportunities and helping our consultants achieve their career success.

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