Piramal Enterprises - Production Support Manager (8-12 yrs)

Job Description :

We are looking for an experienced and proactive Application Support Manager to oversee and manage our technical support team. The ideal candidate will be accountable for the end-to-end engagement with customers, internal stakeholders, and the application support department. This role requires a deep understanding of technical support operations, problem resolution, process improvement, and the ability to manage escalations while maintaining high customer satisfaction.

Responsibilities :

- Stakeholder Engagement : Accountable for all aspects of Piramal's engagement with customers and key internal stakeholders.

- Performance Metrics : Responsible for metrics such as Customer Satisfaction (CSAT) and support request average time to

resolution.

- Operational Management : Manage the day-to-day functions of the Application Support department, ensuring efficient and effective service delivery.

- Issue Resolution : Respond to escalated application support issues, ensuring timely resolution of complex technical problems.

- Process Improvement : Innovate, design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident, and problem management.

-Reporting : Assess support statistics and prepare detailed reports on performance, trends, and findings.

- Training and Development : Oversee and evaluate the team's ongoing training efforts to ensure continuous skill development.

- Performance Management : Deliver performance evaluations, implement necessary training, and follow the disciplinary process as per company policy.

- Incident Communication : Communicate with all levels of management regarding Priority 1 and Priority 2 incidents.

Requirements :

- Experience : 8+ years of experience in application support, with at least 3 years as a Technical Support Manager or a similar role in the Software Engineering Department or BFSI Industry.

- Education : Bachelor's degree in Computer Science, Information Technology, or a related field.

- Certifications : Professional certifications such as ITIL are preferred.

Technical Experience :

- Incident Management and Problem Resolution : Oversee incident management and drive the resolution of complex issues.

- Performance Monitoring : Monitor the performance and capacity of local applications and provide remediation plans to address performance and capacity issues.

- Stakeholder Communication : Communicate with all stakeholders on problem statements, solutions, intermediate issues, and overall status of work assigned.

Technical Skills :

- Deep understanding of Java-based applications, SaaS software, and administration, including troubleshooting experience with web and mobile-based applications.

- Preferred experience with web technologies such as JavaScript, React, HTML, and CSS.

- Strong understanding of Postgres, MongoDB, Kibana, AWS, and Linux servers in a production environment.

- Proficiency in REST API, Microservices, and Kafka.

- Experience with monitoring tools like Prometheus, Grafana, and logging tools like Loki.

- Knowledge of Docker, Kubernetes, and Cloud platforms is an added advantage.

Soft Skills :

- Strong communication skills (oral and written).

- Excellent problem-solving and analytical skills.

- Ability to prioritize and manage multiple tasks effectively.

- Strong time management skills and attention to detail.