Roles & Responsabilities
The role holder will lead production support for Finance Enterprise Applications
● Develop, manage, measure, and report on key service-level metrics
● The role will be responsible for the service quality of 8 systems involving high-volume transactions which would involve product issues, data issues, and performance issues.
● Identify system bottlenecks and opportunities for process improvements. Good understanding of ITSM processes
● Lead various application’s team for Production Support comes under the Enterprise Application version.
● Ensure the daily BAU and SOPs are executed with defined SLAs.
● Ensure the closure of the issues on time, prepare of detailed RCA of issues.
● Strive for continuous improvement of incident management process and integration with other IT operations management processes.
● Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
● Perform collaboration sessions and develop action plans to address the knowledge transfer from the application development team for new releases.
● Conduct trend analyses and action plans for improving service timeliness and reducing costs.
● Contribute to problem solutioning, change, release, knowledge, and ensure BCP/DR activities are planned and conducted.
● Track resolution of all open issues, be part of the solutioning team for war room/discussions.
● Manage audit queries related to all Enterprise applications Application’s Production environment. The role holder will lead production support for Enterprise Applications, and will
● Keep the CMDB, KEDB & Scope documentation up-to-date.
● Manage team with high spirit.
● Set new processes and put them in action wherever needed.
● Manage the right support level and resource shift management. The role holder will lead production support for Enterprise Applications, and will
● Budget preparation
● Vendor Management
● Management of PR & PO, & Invoices
● Keep the data & details up-to-date
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