We are looking for Production Support Senior Program Manager who will apply technical proficiency for service operations and application production support for the large enterprise-level organization. Manager 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.

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Your work will be:

• Analysis of the assigned Incident Tickets for relevant/related systems (MST label Component=System) and identification of other impacted systems
• Working with the team aim to resolve the issue at L2 level as per client standards;
• If the issue is directly affecting the System specified in the Component label, then:
  • Enhance the Master Service Ticket (MST) with an estimated time of resolution (ETA)
  • Create a System defect ticket under the MST and work on the resolution (as applicable)
  • If the issue also affects other Systems, then:
    • Create a defect ticket per system impacted under this MST;
    • Be the owner of the MST resolution on E2E level;
    • Coordinate with other Systems the E2E resolution and testing of the issue (i.e. resolve the MST);
• Coordinating with client stakeholders and the team working on priorities, escalations and follow-up for particular production support incidents/tickets, including escalation of the tickets to L3 support;
• Demonstrated experience in managing incident backlog and resolution tickets;
• Reporting on daily, weekly, monthly and periodic basis:
  • Monthly Business Review with “Power Users” and L1 (Business Area Level)
  • Weekly System Review with L1 System Lead (System Level)
  • Responsible for the KPIs under the system OLA (e.g. resolution time)
• Participating in the development / architecture meetings to represent Applications Operations Services teams and providing support view, as necessary;
• 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;

What you have:

• Minimum 3 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).

You will stand out if you have:

• 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 

What we offer:

• Most cutting-edge technologies and modern environment
• Opportunity to work with people who are at the top of their field
• Great culture and environment
• Competitive remuneration package. We reward excellence
• Referral bonus
• Career growth
• Collaborative learning environment
• Mentorship programs
• Professional training

 

About Authority Partners: 
Authority Partners is a leading global IT services company with over 28 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 a long-term contract and permanent opportunities and helping our consultants achieve their career success. 

Authority Partners is an equal opportunity employer and is committed to providing a workplace that is free from all types of discrimination, as well as from abusive or offensive behavior and harassment.