Assistant Manager - Production Support

Key Responsibilities:

• Identifying and resolving technical issues
• Creates and manages day-to-day production issues and development updates
• Able to pull up shots and models and manages technical issues during resolution, reviews and approvals.
• Provide additional support to existing production support procedures.
• Interact with infrastructure, release management, change management, QA, DBA and application teams.
• Provide regular status reports to management on application status and other metrics.
• Collaborate with management to improve and customize reports related to production support.
• Prioritize issues raised and resolve it accordingly.
• Coordinate escalation and resolution of major/minor service issues.
• Report promptly to management and business partners regarding critical outages until resolution.
• Manage on-roll, outsourced vendor to an SLA and execution of critical situations.
• Allocate resources to resolve problems/incidents.
• Define and manage scope, budget, schedule, priorities and risk throughout the multiple projects.
• Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
• Maintaining and updating technical documents and procedures
• Ensure implementation of best industry practices in application development.
• Identifying and manage the various process improvements / automation initiatives.
• Knowledge in DevOps for managing CI/CD pipeline
• Knowledge in managing IT/ Technology audits.

Additional requirements:

• Production Support coordinator, Analyst and problem solver
• Good interpersonal, communication, documentation and presentation skills.