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
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
Collaborative learning environment
ABOUT AUTHORITY PARTNERS:
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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