Key Responsibilities & Duties:
• Capability Building and Service Delivery – Execute the business plan set up by functional leaders, develop resource plan and does capacity management. Provide daily work management, technical guidance, strategic direction, problem resolution, and career path development for production support team. On-call production support (24×7 x365) / weekends, monitoring and maintaining multiple applications in production environments. Drive and investigate system issues for space, server performance, query response times, and files transmissions.
• Technical Expertise – Develop and execute highly complex and large-scale data structures and pipelines to organize, collect and standardize data to generate insights and address reporting needs. Provide expert technical consultation to senior Information Technology (IT) management strategic planning groups. Lead the support team’s activities, which primarily focus on the key ITIL process, such as incident management, problem management and service management.
• Tracking – Perform tracking of production processing and critical client files using system tools such as, but not limited to, IBM Tivoli Scheduler / Control-M / Airflow. Open and complete Tessera trouble and change tickets (system issues, installations, requests, etc.) / Service Now / JIRA tickets. Prioritize standard workload with incoming critical alerts and disruptions.
• Communication – Set expectations with the stakeholder and keep communication flowing at appropriate intervals adhering to stakeholder management. Ensure timely team communication with other internal teams and clients regarding issues, changes, etc. Construct e-mail notifications and responses to clients and internal team members in a timely manner.
• Talent Management – Mentor and manage a team of Production support associates. Lead, develop and motivate team members through sharing and exhibiting best practices, coaching, mentoring, performance management and development planning. Coach and guide team members in India, perform annual and mid-year performance reviews.
