Production Services Manager

Location: Plano, TX, United States
Enterprise Role Overview:
Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Manager translates business strategy into work programs and processes. Directs lower-level managers or team leaders or directly manages a specialty function. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of a technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code must manage people.
**Candidates requiring visa sponsorship will not be considered for this position**
This position will be located at our Plano, TX, technology center only.
Job Specific Description:
• Work as Production Support Manager in Global Market environment, responsible for Dallas team for one of the Markets team.
• Proactively support the mission and vision of Prod support in Dallas. Motivate teams to demonstrate the same.
• Lead the incident resolution, manage the bridge line and effective and timely communication to stakeholders
• Effectively manage day to day support issues and manage communication between team and business
• Build efficient working relationships with other Production Support teams and DEV teams globally within and across GMT
• Manage site specific requirements that include Audits, compliance, IT risks related activities.
• Contribute as team lead in global management meetings and ensure that expectations, targets agreed globally are communicated and achieved for the team.
• Accept accountability for the program success (budget, schedule and quality, manage and track the progress of multiple project tasks).
• Ensure uptime of the applications in accordance with the SLA’s
• Work with other support and development teams to troubleshoot issues and provide optimal solutions.
• Efficiently do multi-tasking where the team member will have to handle multiple requests from various sources.
• Work with global technology heads and support groups to onboard resources and effectively manage learning/skill needs
• Team members’ skill development
• Ensure that all dependencies and associated risks are well understood and the impact is well communicated.
• Maintain rigorous change control procedures and manage change requests
• Prepare weekly, monthly, and/or quarterly status reports and discuss those within team and in the management meetings
• Opportunities where synergies and efficiencies might be generated across the organization
• Commitment to following ITIL processes such as Incident, Service Request, Major Incident, Problem and Change Management.
• Seeks to optimize performance by finding efficiencies through automating processes and building tools to simplify daily tasks.
Required Skills (Must have these skills to be minimally qualified):
- Experience of working as production support lead for at least 3-4 years in global team setup.
- Experience in banking environment as business aligned application support lead.
- The candidate must have demonstrated strong leadership qualities in leading the production support team, managing the production support environment.
- Good experience in managing stakeholders like business, operations and dev teams globally.
- Must have worked as hands on production support analyst in the past
- Able to manage incidents end to end. The candidate should be confident in running incident, providing updates to senior management and follow the defined process
- Strong IT technical skills and hands on experience in UNIX, SQL and/or Python
Desired Skills:
• Qualification: B.E. or B.Tech/M.Tech
• A proactive approach to problem solving and think innovatively.
• Previously delivered and implemented Technology Support Models in a global delivery model (onshore-offshore) with a strong understanding of large and complex applications
• Track record at leading teams into a centralized support model
• Leadership qualities to lead a talented group of associates and provide for a vision for the group
• Strong IT technical skills based on formal academic qualification
• BCP/DR management and testing experience preferable
• Experience working in an Agile delivery methodology
Tami Andrade Fitzpatrick
Senior Recruiter
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