Production Support Manager

10.00 to 12.00 Years Bangalore 20 Oct, 2021

Job Location	Bangalore
Education	Not Mentioned
Salary	Rs 34 - 40 Lakh/Yr
Industry	Banking / Financial Services
Functional Area	Production
EmploymentType	Full-time

Job Description

Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure continuous business operationsKey responsibilities

Defines and owns the end to end production support process for our applications
Takes accountability for issue resolution within defined SLAs
Obsesses about system quality and customer experience
Establishes a culture of doing detailed RCAs to get to the bottom of every issue
Partners with development teams (internal and external) to prioritize issues
Partners with infrastructure team for infra planning based on projected production load
Tracks issues through to closure with development teams and customers Internal Use--Confidential
Takes actions to prevent issues from recurring
Earns trust of the users dependent on production support
Maintains knowledge bases for issue management
Communicates with organizational leadership on issues, statuses, and performance against KPIs
Hires and operates a high performing team

KPIs

# of reported issues
# of open issues
MTTR
SLA compliance
% of incident reduction based on permanent fixes/automation/utilities
Customer satisfaction score

Keyskills :
mttrslaproduction support

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Production Support Manager

Job Description

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