Support Manager

Company Description:

Infostretch is a digital-first professional services firm. By combining in-depth experience with ready-made tools, frameworks, technologies, and partnerships, Infostretch helps enterprises get digital right, the first time. With an experienced team of digital technologists, Infostretch offers Digital Strategy, Digital Development, DevOps, Quality Engineering, Cloud, IoT, Data Analytics and Mobility services. The company is trusted by leading Fortune 100 companies as well as emerging innovators to deliver solutions that work seamlessly across channels, leverage predictive analytics to optimize the software lifecycle, and support continuous innovation.

Job Responsibilities: 

  • Discuss all production support aspects with application development management.
  • Provide technical support for Mainframe production cycles jobs and troubleshoots issues.
  • Develop relations with business community and the out sourced service providers.
  • Arrange, assign, adjust and monitor shifts to have apt coverage.
  • Provide additional support to existing production support procedures.
  • Interact with infrastructure, release management, change management, QA, DBA and application teams.
  • Provide regular status reports to management on application status and other metrics.
  • Collaborate with management to improve and customize reports related to production support.
  • Prioritize issues raised and resolve it accordingly.
  • Coordinate escalation and resolution of major service issues.
  • Report promptly to management and business partners regarding critical outages until resolution.
  • Manage off-shore, outsourced vendor to an SLA and execution of critical situations.
  • Allocate resources to resolve problems/incidents.
  • Define and manage scope, budget, schedule, priorities and risk throughout the multiple projects.
  • Coordinate areas of communication within firm having impact on scope, budget, risk and resources.
  • Work with the team to develop Standard Operating Procedure (SOP) documents
  • Develop strong relationship with the support team and the customer so as to manage expectations internally and externally
  • Keep the team motivated and work out plan for them based on their career aspirations
  • Identify any skill gaps in the team and plan for proactively closing the gaps through internal/external training as needed
  • Work with the team to develop Standard Operating Procedure (SOP) documents
  • Track and ensure appropriate Knowledge Management procedures are in place and being followed
  • Manage the support roster (arrange, assign, adjust and monitor shifts to have apt coverage including team rotation, leave planning, unplanned absence planning, etc.) and communicate it to customer on a weekly basis and whenever there’s a change in the roster
  • Communicate promptly to all stakeholders on critical and high priority issues and initiate and drive triaging bridge
  • Provide regular status reports to management on the status and other metrics for various tracks being supported
  • Be on top of ticket backlog so as to maintain it within manageable levels at all times – need to flag consistently high backlogs which may indicate need for additional bandwidth assignment on a long-term basis
  • Help team prioritize issues and guide them appropriately when they are stuck
  • Be the first point of contact for any escalations from the customer and DevOps practice underway.


Basic Qualifications: 

  • 10+ years' overall experience in production support role.
  • Experience supporting high availability and high critical applications
  • Strong analytical skills
  • Very strong communication skills
  • Extremely proactive and go getter attitude
  • Prior experience of managing geographically distributed teams preferably follow the sun model
  • Hands on with problem solving
  • Prior experience in supporting database, job schedulers, data pipelines, ETL processes
  • Experience in managing enterprise release schedule
  • Extremely strong people management skills

If you feel that this is a good match for your skillsets, please submit a current word version of your resume along with a cover letter describing your skills, experience and salary expectations. We are an Equal Opportunity Employer (EOE). You can read our job applicant privacy policy here.

Apply Online Print

Job Code: PDO-P-190801

Category: Engineering

Job Type: Full-Time

Location: Pune, India

Open Positions: 1

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