Production Support Lead

Job Description

Support Leader to manage production support team responsible for multiple Infrastructure services/disciplines. We are seeking a well-rounded individual who has the ability to organize and execute a vision for production support and exhibits strong leadership skills.Roles & Responsibilities Lead and mentor the support team. Responsible for recruiting, hiring, coaching and mentoring, development planning, and performance management. Responsible for establishing team goals and objectives, and measuring and managing the team against them. Manage team capacity, and ensure staffing model is appropriate for current and upcoming workload. Manage team members capabilities to meet varying complexities of customers requirements. Ensure that all aspects of Infrastructure and systems are optimally supported by the team and maintenance activities are organized to meet uptime objectives. Oversee day-to-day operations including delivering SLAs and end-to-end quality targets. Provide hands on support for all systems for internal customers through support queues / channels; addressing problems quickly, thoroughly and consistently. Implement processes that take proactive approaches to resolve recurring operational and technical problems. Establish best practice support methodology and processes, including maintenance and support roadmaps, processes, technical documentation, and RCA. Establish run books and maintenance windows/calendar for recurring operational activities; e.g. routine Infrastructure patches. Perform analysis of, and make recommendations for the improvement of existing information systems platforms. Prioritize and execute tasks in a fast-paced changing environment Document and maintain a knowledge base of technical articles and policy and procedural documents Ability to perform continuous process improvement to all support and maintenance activities. Assist with monthly patching process, enterprise system rollouts, audit requests surrounding the support teams operational procedures, security, new hires, disabling accounts, and modify or enhancement procedures/policies as required. Administer departmental change management processes and participate in weekly change management meetings. Coordinate end user training on new and existing systems, teams are cross trained.Job Description Create KPIs, collect data, evaluate tickets, and collate metrics in order to determine trends, potential remediation and escalation paths. Create dialog with other Infrastructure teams as well as Application teams to ensure trends are visible and acted upon. Collaborate with IT Application Project and Infrastructure teams to define and implement firm and technology department goals. Daily review of Production Support incidents ensuring: 1. Incident updates are happening regularly. 2. No backlog is building. 3. Critical business tickets are not left unattended. 4. Manage Team support activities around PTO/Sick ensuring a continuous support process. Ongoing review of all monitoring in place, gap analysis and timely remediation. Handle/organize Power Shutdowns activities worldwide - coordinate and ensure proper support and communication. Precise reporting on tickets: Total in PS, Aging, frequent updates, escalations, etc. Leading resolutions: Identifying short and long term fixes. Responsible for SLAs, RCAs and meetings to plan and implement work from the RCAs. Review hours allocation in Workfront on weekly basis. Manage outsourced vendors for monitoring, patching ,SLAs. etc. Establishing processes for transitioning projects into Production Support models (with documentation, training, communication, etc.)Skills/Qualifications BS Computer Science. Experience working for a Mid to Large firm in Infrastructure Management role Minimum of 8 years experience as a Production Support Manager role. Past job experience in the financial sector a plus. 8 years team lead or functional management experience. Strong interpersonal and communication skills (written and spoken) including the ability to communicate effectively within the support teams, Infrastructure teams, Application teams and vendors. Strong customer service orientation. 10+ years technical experience specifically in Infrastructure support related to investment management systems. Proven leadership managing a global organization and successful implementation of efficient off-shore and onshore team processes. Experience with ticketing, monitoring, and scheduling systems Autosys, ServiceNow, Elastic, etc. Demonstrate progressive experience in the management of a technical support team with planning for enterprise systems. Ability to multi task and prioritize multiple tasks. Proven leadership skills. A self-directed individual with a can-do attitude, willing to work in an energetic, fast pace team environment, a proactive nature and the ability to resolve issues with minimal supervision Bachelors degree in IT, MIS, Computer Science, or other STEM degree preferred.

Keyskills :
automationbankingehavioraltrainingfinancialsectorcustomerrelationsbusinesscontinuityusertrainingknowledgebaseapplicationsupportprocessimprovementcomputersciencetechnicalsupportcustomerservicechangemanagementnewhiresproductionsupportenduser