- Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
- Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
- Manage and mentor regional L1/L2 team to ensure the team is upto speed and picks up the support duties.
- Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications.
- Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
- Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers.
- Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
- Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
- Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
- Drive the development and implementation of the tools and best practices needed to provide effective support.
- Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
- Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
- Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
- Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
- Perform reviews of existing monitoring for the platform and make improvements where possible.
- The candidate will have to work in shifts as part of a rota covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST ( 2 shifts). In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
- Weekend on-call coverage needs to be provided on rotational/need basis.
- You will be responsible for managing the Pune local team members.
- 10+ years for an AVP providing hands on IT support and interacting with application end users.
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Production Specialist,AVP - Bengaluru / Bangalore - Han Digital Solution
Description
Your key responsibilities
People Management
Your skills and experience
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