Job Details

• Work closely with the NPEM team lead on the overall management of the NPEM team. Includes:
• Team accountability.
• Focus on the key team deliverables.
• Organize and manage support, troubleshooting, and resolution of applications/environments in the non-production environments.
• Ensure that the team provides consistent, qualitative coverage 24x7.
• Ensure that the team proactively monitors the health of the critical applications using monitoring tools and dashboards.
• Ensure that there are controls in place to ensure that Incidents are managed and closed with consistency and quality.
• Handle all management level escalations, providing on demand incident outage status and RCA to senior leaders.
• Conduct employee performance reviews and keep providing continuous, constructive feedback to the team.
• Work on professional growth of the team.
• Help the team with communication specific to events, outages etc.
• Ensure that the team summarizes incidents accurately, consistently and qualitatively; follow-up with respective teams such as web operation/application development teams to document RCA.
• Provide 1st level escalation support on incident management.
• Learn new technologies, monitoring tools, best practices and apply the same within MS.
• Prepare and manage non-prod metrics/reports/dashboards to provide 360 view of the environment.
• Work on Continuous Improvement initiative for the team.
• Be part of transformation programs.
• Participate in critical projects outside the NPEM team.
• Participate in employee give back and volunteering activities

• Preferably Master’s Degree in Management or Computer Science
• Bachelor’s Degree in Computer Science or Related Field.
• 10+ years’ of experience in environment management centric IT services.
• Added advantage to have team management experience.
• Service operation certification (i.e. ITIL) or equivalent strongly recommended
• Working Knowledge of Agile methodology.
• Knowledge of DevOps tools and capabilities
• Ability to work autonomously and in a team environment
• Experience with managing and supporting multiple test environments.
• Thorough understanding and working knowledge of MTTI/MTTR best practices.
• Thorough understanding of RCA best practices.
• Thorough understanding and knowledge of telemetry and underlying tools.
• Exceptional communication skills (oral and written), Interpersonal skills, team management skills.
• Adept at Problem Solving, analytical thinking, Decision Making, Critical Thinking, Teamwork, Attention to Detail, Working Under Pressure and Ability to Meet Goals.
• Excellent organizational, time management, and multi-tasking skills
• Ability to manage up and communicate with senior management.
• Exception and proven experience with relationship management.
• Proven experience in Continuous improvement initiatives.
• Demonstrated experience with the various layers/facets of environment/system infrastructure setup and management.
• Self-motivated, with high learning aptitude, and initiative

Reference ID - GH/BFSI/JC//15052020//90910/Vice President- Production Management