Transition Manager - Production Support (10-15 yrs)

Transition Manager-Production Support

Chennai, Bangalore, Hyderabad

JOB DESCRIPTION

The Transition Manager will oversee the transition of support activities for applications and systems from development to production as well from incumbent support team to the new support teams. This role requires strong project management and stake holder management skills, Awareness of ITIL process and functions, and the ability to coordinate between various teams to ensure a seamless transition. The ideal candidate will have a background in IT operations, production support, and transition management.

EXPERTISE AND QUALIFICATIONS

Key Responsibilities :

- Manage and oversee the transition process for production support, ensuring all aspects are handled efficiently and effectively.

- Develop and implement transition plans, including timelines, resources, and risk management strategies.

- Coordinate with current operations teams, development, QA, and all stake holders to ensure all requirements are met before transitioning to production.

- Establish and maintain strong relationships with stakeholders, including developers, incumbent support teams, system administrators, and business users.

- Monitor the progress of transitions, identify potential issues, and implement solutions to mitigate risks.

- Identify and document assumptions, exception criteria and prerequisites for a seamless transition.

- Ensure all necessary documentation, including support guides and operational procedures, is complete and accurate.

- Conduct post-transition reviews to identify areas for improvement and implement necessary changes.

- Coordinate with internal and external team to ensure right staffing is in place to seamless transition within the defined timelines.

- Ensure that the production support team is well-prepared, appropriately skilled, and effectively structured to handle the transition as per the agreed timeline.

- Provide regular updates to senior management on the status of transitions and any issues encountered.

- Define process for SLA Baselining, Tracking, Reporting and improvements.

- Ensure compliance with relevant regulatory requirements, industry standards, and internal policies related to service delivery during the transition process.

- Define and monitor key performance metrics to ensure the application/ system/Platform meets the required standards, stability and reliability before taking over the ownership

- Coordinate with the Presales and Business Development teams for preparing proposal document, MSA and SOW, SLA framework, and Reward/Penalty framework.

- Customer Focus: Ability to understand customer needs and expectations, build strong relationships, and deliver exceptional customer service.

- Conduct post-transition reviews to evaluate the success of the transition and identify areas for improvement.

- Skill in managing customer relationships, addressing concerns, and maintaining a customer-centric approach.

Required Skills, Competencies & Experience:

- Bachelors / Masters degree in computer science, Information Technology, or a related field. Relevant experience may be considered in lieu of a degree.

- 15+ years of IT experience with 5+ years of playing role as Service Delivery Manager and Transition manager for large engagements.

- Transition Management: Significant experience in managing transitions or migrations of applications or services to production support environments.

- Production Support: Experience in a production support environment, understanding the operational challenges and requirements.

- Change Management: Experience with change management processes and ensuring minimal disruption during transitions.

- Experience in Presales, Production support effort estimation and solutioning

- Strong Production support background with knowledge of software development life cycles, ITIL processes, and support methodologies.

- Experience in various SDM areas including Service Management, Critical Incident Management, RCA, Problem management, Change management.

- Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principle, solid resource planning and problem-solving skills,

- Good understanding of DevOps tools/practices, monitoring tools and automation suites

- A fair degree of technical understanding of Data Engineering based Programs and Analytics concepts involving on-prem / Cloud based ETL & BI based programs.

- Excellent project management and Process knowledge with PMP / ITIL or similar certification preferred.

- Leadership and Management skills: Strong leadership abilities, including the ability to inspire and motivate teams, provide guidance and direction, and make strategic decisions.

People Management

- Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.

Communication and Influencing skills:

- Excellent verbal and written communication skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders. Strong influencing and negotiation skills to collaborate with internal teams, customers, and vendors.

- Time Management: Excellent time management skills to handle multiple tasks and priorities effectively.

- Attention to Detail: High attention to detail to ensure nothing is overlooked during the transition.

- Flexibility: Ability to adapt to changing circumstances and new information quickly.

- Resilience: Staying focused and effective even when faced with setbacks or challenges.