Manager II - Production Support

Thiruvananthapuram, Kerala Bangalore, Karnataka
Permanent
Full-time

30 days ago

Job Description:Role Proficiency:Owns overall support and provides expert consultancy to support team members and leads in the area of specialization; ensures process level and customer level complianceOutcomes: * Promote technical solutions which support the business requirements within the area of expertise

Ensures IT requirements are met and service quality maintained when introducing new services; considering the cost effectiveness of proposed solution(s).
Define and evaluate standards and best practices for application maintenance
Collaborate with customer and internal stake holders by helping them in resolving issues and thus ensuring improved customer satisfaction
Proactively suggest new technologies for improvements over the existing technology landscape
Leads technical consultancy assignments which involve specialists from various disciplines; takes responsibility for the quality timely delivery and appropriateness of the team’s recommendations
Make recommendations on how to improve the effectiveness efficiency and delivery of services using technology and methodologies
Implement and lead Application Support strategic projects consistent with long-range IT plans
Ensure financial growth of the project/account by meeting the targeted EBITDA
Able to mentor direct reports in a way that they can progress to the next level of growth
Contribute to new RFPs SOW renewals and all contract related activities
Encourage a culture of knowledge management and continual improvement in the team
Manage the customer commitment Vs Project deliverable and identify plans to minimize the gap
Communicate potential risks to the customer and identify proactive measures to mitigate the impact
Optimize the capability of team to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives
Handle resource requirements for support roles in the team
Maintain the team resource pyramid and plan for resource rotation on regular time-frame

Measures of Outcomes: * Timely publication of reports and metrics to stakeholders

Handling of critical escalations
Adhere to SLAs where applicable
Customer Satisfaction Score (C-SAT/NPS)
# of non-compliance issues
% of incident reduction based on permanent fixes/automation/utilities
Productivity standard of the project
Participation in Knowledge Transfer to ensure better grasp of product
Completion of all mandatory training requirements
Availability and performance of all supported applications per the defined standards
Meet the financial targets for the project/account

Outputs Expected:Efficiency: * Drive the efficiency and effectiveness of the overall operations teamInterface with Customer: * Proactively influence customer thought process

Consider C-SAT/NPS Score for customer and support team performance

Reporting: * Prepare distinct reports when and wherever required; providing “in the moment” status updates to senior leaders during incidentsCoordinate: * Coordinate with UST leadership/customer stake holders/vendor partners to improve the relationship of the engagementDevelop Strategies: * Develop strategies to improve the revenue of the project/account through new resource additions/new engagements/extension of existing contractsInnovative Value-adds: * Responsible for identifying and ensuring innovative value adds are created to benefit the project/customer/organization and deliver significant financial savingsCertifications: * Forecast the roadmap for future technical certificationsManage Project: * Oversee and taking ownership of overall operational aspects of support projectManage knowledge: * Consume and contribute to project related documentsshare point
libraries and client universities * Contribute to sharing knowledgeupskilling in TICL
GAMA etc * Mentoring and training within the account and the organization.Team: * Ensure the overall team is engaged and motivated through innovative ways; appropriately rewarded for the same (through USTARother platforms). * Evaluating and verifying associate performance against goals and quantitative expectations Identifying and ensuring team development programsComplex Projects: * Manage the activities of a significant or complex project or portfolio of projects. Accountable to the program manager or portfolio manager for the delivery and quality of deliverablesSkill Examples: * Ability to provide expert opinions to Business Problems

Strong organizational documentation metric and trend analysis reporting skills and desire for continuous process improvements
Experience working with distributed teams in different time-zones
Strong commitment to quality and engineering excellence
Ability to take on new challenges and explore new technology/tools
Ability to co-ordinate among multiple teams and bring out the best of team work
Ability to handle critical customer escalations and manage under highly stressful situations
Working independently under pressure the ability to manage changing and competing priorities with minimal oversight.
Excellent communication skills keeping all stakeholders updated with issue progress and updates
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
Create and articulate impactful project presentations
Drive important customer relationship conversations; accountable for the team
Ability to work under pressure determine dependencies risks facilitate planning and handle multiple tasks
Build confidence with the Customers by meeting the deliverables in time with quality
Ability to contribute to Idea and innovations

Knowledge Examples:

Deep level proficiency in the specialist area
Appropriate software programs / modules
Able to give knowledge transitions to the team as 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
Knowledgebase of customer domain and sub domain where problem is re solved
Understanding of new tools/techniques/scripting languages in the industry
Management Certification in relevant area (PMP/Prince Certification/CSM)
Understanding of ITIL Standards

Additional Comments:Owns overall support and provides expert consultancy to support team members and leads in the area of specialization; ensures process level and customer level compliance Outcomes: Promote technical solutions which support the business requirements within the area of expertise Ensures IT requirements are met and service quality maintained when introducing new services; considering the cost effectiveness of proposed solution(s). Define and evaluate standards and best practices for application maintenance Collaborate with customer and internal stake holders by helping them in resolving issues and thus ensuring improved customer satisfaction Proactively suggest new technologies for improvements over the existing technology landscapeSkills:Itil Framework,Application Support,Product SupportAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

UST

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