Production Support Manager

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.

Key Responsibilities:

• Stakeholder Engagement: Accountable for all aspects of Piramals 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 & Development: Oversee and evaluate the teams 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.

Technical Experience:

• Incident Management & 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.

Requirements:

• Experience: 8+ years of experience in application support, with at least 3 years in 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 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.