The technical/soft skills required for the role are as follows:
8-10 yrs years of experience, preferable working on production support / operations support areas. Should be willing to work on 12 X 7 basis
Strong technical skills in either PeopleSoft Administration or BI technologies like Hadoop, Cognos, Informatica
Good analytical and logical reasoning skills
Exposure to ITIL process framework, certification would be an advantage.
Good verbal and written communication skills
Should have managed a team of about 12 - 15 colleagues previously.
Should be able to handle following responsibilities:
Incident Management: Ensure that team provides 12x7 primary and secondary on-call support in accordance with published on-call schedule per team for application availability, application performance, or other general issues related to the applications supported by the team. Ensure service restoration is handled as quickly as possible minimizing the duration of client service disruptions or outages. Ensure standard processes are followed by team members when working on incidents regarding communication, impact assessment, updates and resolution. When required participate actively, effectively, and be collaborative in troubleshooting incidents including 3333 calls and guide team members. Complete root cause analysis and rememdiation of assigned Incidents within the time frames. Identify trends / observations to ensure that proactive steps are taken to resolve incidents within the team and incidents are kept to a minimum.
Change Management: Attend weekly platform change management review meeting to review and approve all infrastructure change management activities. Participate in change management planning for weekend / monthly maintenance / DR exercises. Communicates changes to our customers and client teams as required. Coordinate, plan, and document all steps that should be performed by team during a specified change."
Project Management: Lead, Plan and manage assigned infrastructure, non-functional testing and client implementation projects. Perform high-level assessment of the business, functional, technical, and non-technical requirements of the project. Prepare a detailed project plan/work breakdown structure. Review the Project status (including scope, estimation, effort, schedule, change request, staffing, and quality) on periodic basis. Discuss with onsite team, raise questions to seek clarity. Perform project review and Identify the process improvement areas and coordinate with Project Leads in introducing new processes/standards or improving the existing ones. Prepare all project reports and matrices to be presented to the leadership team"
Metrics and Reporting: Collect metrics to evaluate team's performance on a regular basis. Discuss metrics with team and onshore lead/manager and identify key trends, deviation against project goals, accomplishments / challenges / risks and identify action items to address areas of concerns. Ensure reports are prepared for review in advance for the team. Typical metrics that need to be included are utilization, response / resolution SLA of maestro requests, no. of incidents and outage duration against goals, root cause / remediations days for incidents, customer feedback etc.
Training and Coaching: Train and coach all Team members to handle their day to day activities effciently. Arrange and plan for Induction/Training programmes as neccesary. Develop team members skills to become an SME as identified on a project. Look for continuous improvements or trainings to enhance the skills of team members and evaluate the knowledge of team members. Train team members to become independent in the project.
Performance Management: Lead the performance management activities including but not limited to performance and development planning, performance review and appraisals, recognition, and coaching. Leverage the talent/resources on the team to generate results. Motivate team members by nominating them for R&R awards / team building activities. Coach team members on how to manage projects and understand the technical aspects of the system. Build team members skills on more advanced skills using formal and informal training methods. Coach new and current leads on the right level of skills needed to do project planning, monitoring and adjusting, and risk assessment and management.