As a member of the Product Support organization, you are responsible for overall application service delivery. He/She is responsible for ensuring the availability of the Application/Production Services and where applicable ensuring that these Production Services meet (or exceed) internally and externally prescribed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). The role requires experience in setting up and managing Production Support process and creating detailed process documents.
Manage overall Application service delivery by ensuring high availability of Application services and SLA achievement of incidents impacting production applications.
Responsible for Problem and Incident management ensuring that SLAs are achieved and client expectations are met (or exceeded).
Own incidents and problems and work to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues. Lead periodic problem analysis meetings with all parties involved in the delivery of application services.
Responsible for creating systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.
Responsible for providing Reports and Metrics on an agreed schedule (or on request), including management and account performance reports.
Responsible for creating detailed process documents and playbooks, that they will drive consistency for all staff doing the same task. They will be able to be used as instructional material for the team members.
Drive continuous improvement of processes and methodologies related to Incident Management, and Application Support process.
Coaching and mentoring the direct reports (Team Leaders) in day to day management of the team. Setting short and long term objectives, policies and operating procedures for teams.
Required Skills and Qualifications
10+ years professional experience in Production Support, Service Delivery, Managed Services or IT Outsourcing industry, 3+ years experience in a managerial role.
Bachelor degree or Diploma in Computers or Technical field preferred, or equivalent experience, current certifications, and training.
Must have hands on experience in supporting applications developed in Progress 4GL, Progress Database and WebSpeed.
Demonstrated progressive experience in the management of a technical support team and must be comfortable working in an extremely fast-paced environment.
Ability to write technical documentation, able to define & document processes, creates management reports and metrics.
Demonstrated ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical staff across multiple disciplines.
ITIL Service Operation and Delivery qualification is desirable - knowledge and experience of Service Level Management, Incident Management, Problem Management and associated functions