Production Support - Lead I - Production Support

Job Description : Expectations from this role :

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

1. Lead and prioritise the Application Support team's work load

2. Co-ordinate and promote effective functioning of problem management activities across all support teams

3. Responsible for prioritization of incidents, ensuring the incidents are completed in a timely and high-quality manner

4. Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence

5. Create and maintain knowledge base of known support issues and resolutions

6. Create and maintain application support service catalogue in coordination with other internal application teams

7. Create application monitoring mechanisms and performance tuning processes

8. Provide input for implementation, backup and roll-back plans

9. Create daily and weekly status reports; publish to stake holders

10. Should be able to handle critical customer escalations

11. Lead technical teams in working towards resolving major incidents

12. Understands departmental and company policies, procedures and business practices

13. Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles

Typical performance measures :

1. dherence to engineering process and standards

2. Ensure that tickets / incidents are fixed by all the resources in team within allotted time frame

3. Timely publication of reports and metrics to stakeholders

4. Handling of critical escalations

5. dhere to SLAs where applicable

6. # of tickets or incidents fixed

7. # of non-compliance issues

8. Productivity standard of the project

9. # of reusable components or documents created

10. Participation in Knowledge Transfer to ensure better grasp of product

11. Completion of all mandatory training requirements

Performance Areas :

Ensure Root Cause Analysis is performed for all issues as defined by the project

Issue Resolution :

Provide technical solution for resolving high priority and severity incidents

Maintenance

Responsible for application upgrades and troubleshooting post upgrades, in general maintenance of the entire system

Best Practices :

Create Incident Management best practices and ensure team adherence

Innovative Value-adds

Responsible for identifying and developing innovative value adds that benefit the project / customer / organization

Escalations

Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.

Skill Examples :

1. Extensive knowledge / Experience in managing and triaging Production Support incidents and issues

2. Experience working with distributed teams in different time-zones

3. Strong commitment to quality and engineering excellence

4. bility to take on new challenges and explore new technology / tools

5. Strong communication skills

6. ble to work in a high paced, dynamic and culturally diverse environment

7. High level of commitment, initiative, enthusiasm and vision

8. Excellent presentation and interpersonal skills

9. Prioritize workload, providing timely and accurate resolutions

Knowledge Examples :

1. ppropriate software programs / modules

2. ble to give Knowledge transitions to the team as when required

3. Experience in supporting enterprise customers

4. Provide estimates for candidate Enhancement and Defect work to be included in release

5. Operating Systems and software platforms

6. Integrated development environment (IDE)

7. gile methods

8. Knowledge base of customer domain and sub domain where problem is solved