Director Production Support - US



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The candidate should have worked as Production Support Leader for a Suite of Applications. Will be responsible for the overall day-to-day support and operations for Level 2/ Level 3( Application Support, Product releases, and working with various vendor teams). The role will liaise with Level 2 member firm support teams and will be overall responsible for ensuring Support and Operations organization governance and support processes. This senior role is responsible for all managing and maintaining SLA on all operations and support activities comprising of the problem, incident, request, change, and configuration management processes for the assigned set of applications as it related to Level 2 and 3 activities.

Key Responsibilities: 

  • lead support and operations for a portfolio of multiple applications in Pre-production and Production environment.
  • manage customer service and expectations
  • Maintain SLAs and contractual terms around support and operation services
  • Effective management of all problems, incidents including critical incident management, and events working closely with the team and other groups such as infrastructure group and / or member firms to restore adversely impacted operations back to normal service as quickly as possible.
  • Identify recurring IT operational issues and ensure the appropriate resolving groups are tasked with determining root cause, developing and implementing problem solutions to prevent recurrence of issues 
  • Work on weekly, monthly and annual report of incidents, service requests and problem management and provide updates to stakeholders that include internal IT teams and Business teams.
  • Carry out central co-ordination of service requests, to ensure timely fulfillment and manage exceptions
  • Ensure yearly security reviews and participate in audits and ensuring auditing requirements are being taken care of and met
  • As part of audits and reviews, monitor compliance to corporate security policies and regulatory guidance with regards to admin user access and constantly review user access.
  • Carry out vendor management as needed for ensuring service level is maintained
  • Ensure updates to process and procedures documentation
  • Follow Global CR process for any changes to any of the environments.
  • Manage associates performance and provide guidance in better organizational management to the team.

Desired Profile:

  • Must have experience with support and ops automation
  • Must have experience managing C level customers and a support team of 150+ associates covering at least 15 different applications
  • Extensive experience of applying the Incident & Problem processes in a medium to large size organization supporting multiple applications
  • Experience in documenting support processes and setting up support queues
  • Must have knowledge of ITIL processes and technical background
  • Strong Project management skills for management and scheduling tasks in support area.
  • Must be able to manage team of support resources(onsite and offshore locations) and should have strong ability to delegate and prioritize tasks.
  • Must have experience of using a ticketing tool for operations tasks
  • Experience working in an international environment, and working with team located at various locations
  • Experience working with business teams , various levels of support and Product development teams
  • 15+ years minimum IT industry experience with at-least 8 years of experience in Support and Operations area.
  • BS or equivalent combination of education and experience a must
  • Experience supporting applications in Microsoft Cloud environment utilizing PaaS and SaaS Services.

Compensation Range : $150k - $170k

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