- Location
- Gurugram - DLF Building, India
- Workplace
- Hybrid
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Experience
- 9+ years
- Education
- Bachelor
- Closing date
- Today
- Source
- Workday
Description
Company:
Description:
POSITION DETAILS
Job Title – Manager - IT Product Support
Career Level – D2
Location – Gurgaon/Noida
ESSENTIAL JOB RESPONSIBILITIES
Understand the application and its various process along with stakeholders’ information.
Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity.
Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions.
Health, Logs & Alerts monitoring of Applications/Servers, analyze for any issues, raise support tickets and escalate as required.
Manage application support, maintenance and enhancement activities.
Task estimation, prioritization, risk identification and tracking to closure within defined SLAs
Do root cause analysis for all the high priority tickets and share incident reports with stakeholders.
Participate in product development process, including designing, building, and testing.
Coordinate with stakeholders for testing of Incidents.
Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment.
Develop and maintain professional relationships with all online business teams and provide support wherever required.
Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
Participates in improvising the processes and assigned applications/projects
Conduct weekly in-process data based analysis on all metrics & implement corrective actions for deviations found
Conduct and lead RCAs for deviations (effort/schedule variance, post production defects, non-compliances reported in audits & SLA misses) and identify preventive and corrective actions
Manage team development by ensuring that project tasks are in line with plan
Stay up to date with industry standard best practices/techniques related to Application development
Availability for meetings, on-call support, off-hours support work (including weekends) as required
Be able to work a flexible schedule to accommodate off-hours conference calls
KNOWLEDGE, SKILLS AND ABILITIES
Must to have hands-on Support and development experience in C#, ASP.NET, AJAX, JQuery .
Experience with one or more of these - Angular, Node, Kubernates/Docker, DataDog/Splunk, Mongo & Mobile technologies (Desirable)
Must to have hands-on experience in MS SQL Server
Good to have: Exposure to AI fundamentals, working with prompts
ITIL Certified. (Desirable)
Minimum 9 years of Experience
Experience in supporting multi-tier Internet/Intranet applications using any design patterns
Excellent debugging and troubleshooting skills
Demonstrated analytical and design capabilities
Self-starter with excellent organizational and time management skills
Fast learner, quality conscious and committed to deadlines
Experience working in offshore-onsite delivery teams
Excellent and effective communication skills
EDUCATION
B.E /B.Tech /MCA.