Description

Reward360 is looking to hire an experienced and energetic leader to manage the application support process for different products and platforms across different clients. Associate Director, Application Support Reporting CTPO/Head of Technology What will you do? Manage the production and pre-production support process for all the applications, products, and platforms. Hire and manage a team of product support engineers to manage the technical support process. Define, implement and monitor a 18X7 application support structure and process. Adhere to the application support SLA commitments provided to different clients and publish metrics and reports for internal and external consumption. Monitor application, product and platform health in production and raise flags to the internal and external stakeholders as and when required. Define, review and own the incident management process. Review and monitor the change management process. Implement a process to review, highlight and track different issues/bugs related to the platform/application/product with the product and technology team. Collaborate with different internal teams to ensure that the products/platform/applications function smoothly in production. Put a framework to automate and monitor the ticketing process with the defined SLAs and framework. Put the required documentation in place to manage and monitor the platform. Work with the product and technology teams to understand the application/product/platform as part of the product delivery lifecycle. Collaborate with the technology/business teams of the client to provide updates on the platform/product/application health. The first level of triaging on different issues to provide workarounds will be expected from the application support team. Additionally, all the required information should be shared with the product/technology teams for deeper analysis/bug fixes. What will we expect? B.Tech/M.Tech in any field of engineering or BCA/MCA. 10+ years of relevant experience in Application/Production support. Hands-on experience in debugging issues Experience with ticketing and application monitoring tools is a must. Understanding of AWS/Azure will be required. A certification in ITIL, and/or Lean Six Sigma will be a plus. A good understanding of the software development lifecycle is a must Experience in managing application support for large platforms hosted on cloud infrastructure. Strong experience in providing L1/L2 support. Should possess skills in writing SQL queries, reading different application logs (frontend/backend) to analyse issues and training other production support engineers. Good experience in creating, analysing and publishing different reports on application health. Good written and verbal communication skills. Strong analytical skill is a must. Should possess experience in hiring, training and managing a team of production support engineers. Experience in BFSI industry will be a plus Perks and Benefits

Role and Responsibilities

• Reward360 is looking to hire an experienced and energetic leader to manage the application support process for different products and platforms across different clients. Associate Director, Application Support Reporting CTPO/Head of Technology What will you do? Manage the production and pre-production support process for all the applications, products, and platforms. Hire and manage a team of product support engineers to manage the technical support process. Define, implement and monitor a 18X7 application support structure and process. Adhere to the application support SLA commitments provided to different clients and publish metrics and reports for internal and external consumption. Monitor application, product and platform health in production and raise flags to the internal and external stakeholders as and when required. Define, review and own the incident management process. Review and monitor the change management process. Implement a process to review, highlight and track different issues/bugs related to the platform/application/product with the product and technology team. Collaborate with different internal teams to ensure that the products/platform/applications function smoothly in production. Put a framework to automate and monitor the ticketing process with the defined SLAs and framework. Put the required documentation in place to manage and monitor the platform. Work with the product and technology teams to understand the application/product/platform as part of the product delivery lifecycle. Collaborate with the technology/business teams of the client to provide updates on the platform/product/application health. The first level of triaging on different issues to provide workarounds will be expected from the application support team. Additionally, all the required information should be shared with the product/technology teams for deeper analysis/bug fixes. What will we expect? B.Tech/M.Tech in any field of engineering or BCA/MCA. 10+ years of relevant experience in Application/Production support. Hands-on experience in debugging issues Experience with ticketing and application monitoring tools is a must. Understanding of AWS/Azure will be required. A certification in ITIL, and/or Lean Six Sigma will be a plus. A good understanding of the software development lifecycle is a must Experience in managing application support for large platforms hosted on cloud infrastructure. Strong experience in providing L1/L2 support. Should possess skills in writing SQL queries, reading different application logs (frontend/backend) to analyse issues and training other production support engineers. Good experience in creating, analysing and publishing different reports on application health. Good written and verbal communication skills. Strong analytical skill is a must. Should possess experience in hiring, training and managing a team of production support engineers. Experience in BFSI industry will be a plus Perks and Benefits