avp – application support & release management in bengaluru / bangalore

posted
contact
randstad india
position type
permanent
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posted
location
bengaluru / bangalore
function
Information Technology
position type
permanent
experience
15
reference number
63349
contact
randstad india

job description

avp – application support & release management in bengaluru / bangalore

Job Scope: Accountable for the effective and efficient management of all activities of the TS and RM departments, including managing technical warranty support as per client SLAs and company’s internal SOPs, planning and managing product releases efficiently, with an overall objective of ensuring client satisfaction. Accountabilities:Technical Support:
  • Design and implement policies for the efficient functioning of the TSW department with management approval.
  • Drive automation projects for overall improvement and cost efficiency of department functioning
  • Efficient management and updates of the company’s internal Technical Support Portal (TSP).
  • Ensure that all client support tickets on TSP are resolved as per the respective SLA signed with each client and as our internal CR/ BR SOP
  • Provide 24X7 Help Desk Support to clients and keep them updated through TSP and other channels.
  • Provide MIS reports to internal teams like Software Development, Project Management, Finance etc., as per requirements
  • Collaborate with various internal teams to ensure that the TSP tickets are closed and resolved within the committed timelines and escalate unresolved tickets to Management for their intervention
  • Understand the financial impact of NRs & CRs, and ensure to manage the end-end cycle, i.e.
    • Raise the relevant finance documents i.e. Quotations, Proforma Invoice etc., for client approval via assigned project SPOCs/ FIN
    • Ensure receipt of payment/ client approval before the development teams can start working on the NR/ CR
    • Track internal development & delivery of NR/ CR through efficient collaboration and update the same in TSP for final Invoicing action by project SPOCs/ FIN
    • Escalate matters to Management w.r.t. above SOP lapses for immediate correction action
  • Coordinate timely CCB meetings for NR/ CR with relevant stakeholders in LAI SIN & LAI IND, with NO delays, which could otherwise lead to financial implications and client dissatisfaction.
  • Work on next version of TSP portal, it’s development and implementation.
  • Work towards seamless integration of TSD with ERP.
Release Management: 
  • Design and implement policies for the efficient functioning of the RMD department with management approval.
  • Drive automation projects for overall improvement and cost efficiency of department functioning
  • Plan and execute the product releases to clients with zero errors and escalations
    • For Implementation projects —as planned and approved by PID
    • For live clients —as planned and approved by TSD
    • Ensure no direct releases from development teams
    • Escalate matters to Management w.r.t. above SOP lapses for immediate correction action
  • Manage risks and resolves issues that affect release scope, schedule, and quality. Work with release engineers to understand the impacts of branches and code merges
  • Measure and monitor progress to ensure application releases are delivered on time, and that they meet or exceed expectations
  • Coordinate release content and effort based on the service request backlog, pending service requests, third-party applications, or operating system updates.
  • Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes.
  • Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews
  • Lead and co-ordinate the Go-Live activities including the execution of the deployment plans & checklists.
  • Produce Deployment, Run Books and Implementation Plans.
  • Implement mechanism for Weekly Release Reports with all details and schedules to Stakeholders
  • Continually work towards making improvements in the release and rollback process.
  • Develops scripts & automation tools used to build, integrate, and deploy software releases to various platforms
  • Participate in CCB meetings to discuss release scope and/or roadblocks
  • Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists
  • Work on integration of RMD functions with TFS.
General:
  • Research new software development and configuration management methodologies and technologies and analyze their application to current configuration management needs in line with RMD and TSD.
  • Recruit, train, conduct performance appraisals and motivate team members to meet department goals and objectives.
  • Carry out periodic SOP revisions for approval and promulgation.
  • Provide reports and data for analysis to management for their perusal.
Qualifications & Experience: Engineering Graduate/ Postgraduate preferably MS from reputed academic institutions and excellent academic background Technical Competencies:
  • Min 15 + years of experience. with at least 5 years in leadership roles
  • Experience in handling multiple and short-duration projects at different times zones at the same time.
  • Technically well-grounded within the assigned area of work of application support and release
    management
  • Good experience of trending support tools like Chatbot etc. with hands-on experience of 24x7 Help
    Desk Management Experience in handling multiple projects at different times zones at the same
    time
Behavioral Competencies:
  • Excellent leadership capabilities, a strategic mindset as well as proficiency in hands-on management
  • Experience in complex problem handling situations - resource/time constraints, quality challenges, release issues, tight deadlines etc.
  • Proficiency in English language both spoken & written
  • Pleasing & friendly personality with good social skills.

skills

Demonstrated experience in leadership positions, Strong technical knowledge of SDLC lifecycle and Microsoft development tools

qualification

MS/M.Sc(Science)