As a support manager you should have strong understanding of ITIL practices of application / technology support. You will oversee all aspects of production support for various applications along with 3rd party vendor products including incident resolution or proactive mitigation, change & problem management; would ensure compliance to all agreed SLAs and requirements. Shall also be responsible for overall planning and delivery of production changes and enhancements within the agreed timelines; and will be responsible overall for production stability. To this end, the manager will perform a variety of tasks including coordinating all resources and stakeholders, planning and setting milestones, assigning responsibilities and monitoring, summarizing and communicating progress and status.
Required Skills
10+ total software industry experience with at least 5 years in managing support/delivery teams.
Have extensively worked with technologies:
Oracle WebCenter (Capture / Imaging, BPM / SOA).
Oracle Middleware Fusion /Oracle BI (OBIEE).
Key Responsibilties
Ownership of Support services for Finance applications.
To ensure the 24x5 operation of Finance applications.
To represent the team during any high impact incidents and through the problem review process
Functional and line management
Technical leadership and mentoring team members
To understand and manage capacity in order to guarantee service availability.
To report on service availability, project progress and service improvements.
To maintain and execute the service continuity plan
To build and maintain effective working relationships both internally and externally
Work with the business customer to prioritise functionality to deliver business benefit.
Distribution of work to across support team.
Assisting team members to ensure that they can succeed.
Liaison with Technical as well as business stakeholders across different geographical locations.
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