Job Description
Role: Production Support – Delivery Lead
Experience: 6 to 8 years of experience in Unix, SQL, Production Support
Location: Kolkata
Must Have:
· • Hands on experience working in application production support / incident management in Banking domain
• Experience of managing a team of 50+ production support analysts
• Knowledge of ITIL framework
• Experience and knowledge of working in a ITMS tool
• Working experience with SQL, Unix/Linux, basic Java and database skills
• Good verbal communication as well business email writing skills
• Proven track record and excellent People management, SLA management and Client management skills
• Proven track record of providing Process improvement / value add to the customer
• Ability to work in 24x7 environment with rotational shift and weekend support
• Relevant experience of 8-10 years
Background:
• BSc IT or similar education with significant industry experience
Responsibility of / Expectations from the Role:
• 247 role
• Handling a team of production support analysts
• Act as an escalation point for unresolved or escalated calls
• Responsible for customer and stakeholder management in conference calls & discussion forum
• Ensuring knowledge management systems and SOPs are kept up to date
• Analysis of Incident trends, recommend and implement actions with approval to reduce incidents
• Responsible for publishing statistical and management reports
• Arranging staff training, awareness sessions and Performing briefings on changes or deployments
• Triaging, Troubleshooting & User query resolution
• Managing multiple stakeholders and coordinate with Onsite team
• Responsible for contractual SLAs
• Identify & implement process improvement / automation opportunities to provide $ savings to the customer
• Managing Audit & compliance, weekly / monthly MBR calls
• Managing project profitability – Revenue realization, team utilization etc.
Customer:
One of the biggest Insurance provider in US with a global presence.
• · Request you to share your updated profile on sudeep.p@tcs.com & deepak.gopinath@tcs.com
Experience: 6 to 8 years of experience in Unix, SQL, Production Support
Location: Kolkata
Must Have:
· • Hands on experience working in application production support / incident management in Banking domain
• Experience of managing a team of 50+ production support analysts
• Knowledge of ITIL framework
• Experience and knowledge of working in a ITMS tool
• Working experience with SQL, Unix/Linux, basic Java and database skills
• Good verbal communication as well business email writing skills
• Proven track record and excellent People management, SLA management and Client management skills
• Proven track record of providing Process improvement / value add to the customer
• Ability to work in 24x7 environment with rotational shift and weekend support
• Relevant experience of 8-10 years
Background:
• BSc IT or similar education with significant industry experience
Responsibility of / Expectations from the Role:
• 247 role
• Handling a team of production support analysts
• Act as an escalation point for unresolved or escalated calls
• Responsible for customer and stakeholder management in conference calls & discussion forum
• Ensuring knowledge management systems and SOPs are kept up to date
• Analysis of Incident trends, recommend and implement actions with approval to reduce incidents
• Responsible for publishing statistical and management reports
• Arranging staff training, awareness sessions and Performing briefings on changes or deployments
• Triaging, Troubleshooting & User query resolution
• Managing multiple stakeholders and coordinate with Onsite team
• Responsible for contractual SLAs
• Identify & implement process improvement / automation opportunities to provide $ savings to the customer
• Managing Audit & compliance, weekly / monthly MBR calls
• Managing project profitability – Revenue realization, team utilization etc.
Customer:
One of the biggest Insurance provider in US with a global presence.
• · Request you to share your updated profile on sudeep.p@tcs.com & deepak.gopinath@tcs.com
💡 Quick Summary
Seeking a career-building opportunity? The Delivery Manager position is now open for candidates interested in the Marketing Executive Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Marketing Executive Jobs is a plus.