Operations/Support Manager

Operations/Support Manager

Business Need:

This position is responsible for managing the production support team that supports Integration Center of Excellence (ICOE).

Core Elements of the Job:

We are looking for a Support Manager who would be managing the team responsible for managing the complex, mission and business critical systems of ICOE Gateway. ICOE Gateway integrates the internal Line of Business applications (LOBs) to external worldwide customers for the EDI data exchanges. The transactions of the gateway include highly business critical data that has direct impact on the company’s revenue.

The successful candidate will manage the team to provide world-class support of BizTalk and EDI infrastructure applications. Support services include technical troubleshooting, root cause problem analysis, customer relations and tracking using specified tools.

Responsible for creating operations strategies working with Group Production Support Manager to complement the overall business and IT strategies. Partners with work group members, project teams, program management, and customer groups in implementing and driving the service improvements.

Responsible for maintaining high levels of system availability, data delivery and customer satisfaction for all assigned systems.

Drives and implements the strategies on production/operational guidelines, procedures, and standards to ensure appropriate consistency and quality in service level provided.  Drives the implementation of continuous improvement activities including new support tools and automation.  Monitors progress towards business goals/service level agreements and adjusts assignments as necessary.  Responsible for ensuring each reported problem/question is resolved by the group in a timely manner and tracked according to process standards.  Exercises independent judgment in developing methods/techniques for obtaining solutions

Responsible for driving the resolution of complex support problems and providing consistent, quality operational support for the systems and releases. Works closely with customer groups and business to ensure high levels of customer satisfaction are maintained and that service level agreements are consistently met or exceeded.

Partners with program management and development teams to help ensure the supportability and quality of new application releases to production.  Establishes and evangelizes production readiness and release criteria to project teams and program managers.  Participates in project team activities prior to release and ensures documentation and staffing in place to meet support requirements. Serves as production support channel for Program Management and Level 3 Support. Determines follow through and prioritization for development requests specific to support.

Responsible for maintaining strong partnerships and working relationships with dependent internal IT service groups (Infrastructure, Database Operations, Networking, Server Support, Systems Engineering, etc.) as required to maintain the highest levels of systems operations and availability for assigned systems.

Coordinates and manages the successful implementation of Production Support driven projects such as data fixes, point releases, minor enhancements, technology upgrades, and data delivery tools (batch, DTS, SQL replication, etc.)

Unique Job Responsibilities:

Key Responsibilities include managing the availability of the ICOE Systems and managing the Production Support team members and work with them on the career aspirations. Responsibilities also include driving the Monthly Business reviews with the business and key stakeholders.

Decision Making: This position will have to decide on best course of action for issue resolution in order to resolve the customer issues as quickly as possible.  Decisions that impact system availability or degrade end user support should be deferred to this position’s manager.

Strategy: This position is responsible for identifying and driving service improvements and for adopting organization wide initiatives by the team.

Methodologies: Standard support procedures are in place including methods of resolving issues, communicating with the customer and other IT teams, implementing new licensing systems, and maintaining system integrity.

Communications: This position will communicate with other IT teams in order to ensure Service quality is not negatively impact system integrity.

Cross-geography support: This position will entail working on a 24 x 7 model with the physical systems dispersed geographically across the world (within Microsoft facilities).

List the skills required for this position

• Strong written and oral English communication skills.
• Demonstrated development or operational experience of the following software – Windows 2003 &Windows Server 2008; Professional and Advanced/Enterprise Server SQL Server 2005/2008 and SharePoint.
• Demonstrated experience with B2B integration solutions such as Biztalk, Gentran, Tibco and Web methods.
• Must be able to participate in a large team environment and communicate effectively.
  • Sound problem resolution, judgment and decision-making skills.
  • Extended  coverage outside of normal work hours will be required
  • Good knowledge of database design and implementation.
  • Demonstrated ability to write and/or troubleshoot complex stored procedures.
• Must have a strong understanding of MS products, software lifecycle methodology and information systems development.
  • Strong analytical and customer service skills required.
  • Strong grasp of SDLC and Six Sigma or equivalent methodologies
  • ITIL V3 Foundation Training
• Knowledge of IIS / and/or ASP.Net, SharePoint based applications, NLBS Clustering.
  • Prior experience in setting up BCDR and High Availability systems a plus.
  • Knowledge of .Net Languages a plus (specifically C# and VB.Net)
  • Good knowledge of command/batch files.
• Good knowledge on the SQL performance analysis and experience on driving improvements.
• Degree in Computer Science or related field and a minimum of 10 years of relevant experience required.  At least 2-4 years of related people management experience is required.

Location- Hyderabad