Technical Support Manager Job in Odex India Solutions Pvt. Ltd.

Gender Any
Skills Required

• 3-5 years of experience as a Lead or Manager of Production Support; with proven application support, maintenance, and delivery of enhancements projects on critical applications
• 5+ years relevant hand on experience in J2EE based production support environment.
• Experience in managing time size of minimum 5 support engineers.
• Excellent verbal and written communication skills demonstrated by an ability to work well with both internal and external teams.
• Very good experience in conducting Impact Analysis of issues and preparing RCA.
• Well versed with L2 & L3 activities, production release, monitoring and maintenance activities
• Experience in working /support of complex J2EE projects with experience in Spring/Hibernate/AJAX.
• In - depth experience on any of the monitoring tool / software.
• Hands-On experience on SQL Server / Oracle / MySQL database for running adhoc reports.
• Excellent analytical and troubleshooting production issues is a must.
• Able to participate and contribute in technical discussions reviews
• Knowledge of Cloud Computing technology like AWS/GCP/Azure is an added advantage.
• Experience managing large programs on cloud environment, digital transformation, portal, etc. is an added advantage.

Roles & Responsibilities

• Lead and manage a team of 6-8 support / release engineers to provide 16*7 support.
• Ensure that applications meet their required service levels.
• Serves as an escalation point for all production support issues. Handling team escalation and communicate with stakeholders.
• Works to align best practices across production support teams.
• Troubleshoot complex production issues with team.
• Define reports that track key performance indicators (KPIs). Routinely reviews results and develops action items to improve team performance against KPIs.
• Prepare weekly report and dashboard for management review.
• Prepare and / or review Root Cause Analysis (RCA) / Impact Analysis based on issue analysis.
• Identify system bottlenecks and opportunities for improve / automate process to reduce TAT and improve customer experience.
• Document production support processes and ensures that teams are following documented processes to resolve issues.
• Provide on call support.
• Adaptive to learn new technologies.