Manager of Support Operations at Zyxware Technologies (MS012005)

Zyxware Technologies | | 4 min read

Zyxware Technologies is engaged in the business of software consultancy and development services. We are looking for a Support Manager to act as the primary point of contact for clients across all support engagements. The candidate should have a minimum of 2 years of experience in managing support projects. The selected candidate will be placed at our office in Technopark, Thiruvananthapuram.

Job Responsibilities:

  • Manage support queue on multiple projects
  • Provide project-specific project management
  • Adhere to support SLA's, including a one hour response time for critical tickets
  • Ensure timely communication for ongoing tickets
  • Resource team members to support resources
  • Keep the team moving forward on tasks by acting as the go-to person in a rapidly changing environment
  • Provide clear task prioritization to developers when there are competing projects and client priorities
  • Review completed tasks for quality assurance
  • Provide regular reports and updates to the senior management
  • Provide technical guidance and translation to clients
  • Keep support developers motivated
  • Ensuring that developers maintain redundancy across clients
  • Act as the primary point of contact for clients across all support engagements
  • This position may have 5 to 10 direct reports in multiple locations and will have the following responsibilities. 
  • A self-starter who resolves conflicts by demonstrating leadership and appropriate decision-making competencies
  • Displays technical leadership and oversight of implementation and deployment planning, system integration, ongoing data validation processes, quality assurance, delivery, operations, and sustainability of technical solutions
  • Identifies trending gaps or issues in the day-to-day performance of all website applications and components hosted internally and third-party vendors including by automation of active monitoring, alert management, reporting, and process reviews, etc.
  • Identify system bottlenecks and opportunities for process improvements
  • Works to align best practices across production support teams
  • Works with individual team members to set goals as well as monitor and rate progress
  • Motivates and inspires the team to execute against strategic initiatives
  • Serves as an escalation point for all production support issues, Conducts 1:1 meetings on a routine basis with clients to understand the client pulse with respect to the value of service provided, and to provides corrective mechanisms
  • Possesses an expert technical understanding of the intersection of development and operations (DevOps), monitoring and management tools, and deployment processes and tools
  • Helps define production support processes and ensures that teams are following documented processes to resolve issues.
  • Helps define reports that track key performance indicators (KPIs). Routinely reviews results and develops action items to improve team performance against KPIs
  • Helps with job interviewing using competency-based selection with consideration toward team diversity
  • Helps with onboarding, coaching, mentoring, and training to ensure that we are building a winning team
  • Conducts resource planning, prepares shift rotation plan, and ensures work/life balance by reviewing/approving time cards
  • Ensures that senior production support management (internal and external) is always informed of the status of initiatives, impactful issues, team health, and needs
  • Stays connected with internal teams, such as  PMO, Solution teams, etc to understand impacts of their changes, align on timing, and ensure adequate support handoff
  • Ensures that best practices are in place and that root cause is found wherever possible
  • Ensures that After Action Reviews are executed, participates and ensures that action items are executed
  • Works with team on individual development plans and monitors progress against the plan
  • Empowers team to make decisions, creates challenges, encourages debate and invests in their individual success

We are Looking for the Following Attributes:

  • Overall Experience - 8 to 12 years.
  • Relevant experience (managing support projects) - minimum 2 years.
  • Experienced in any one or more domains such as education, public services, media, and retail
  • Knowledge of ITIL best practices with a strong emphasis on incident management and DevOps practices
  • Production support experience is mandatory with a solid understanding of L1, L2, and L3 activities
  • Very good experience in conducting Impact Analysis of issues and preparing RCA s
  • Solid team management skills and should have hands-on experience in a 24/7 shift rotation model
  • Hands-on experience with  AWS, AZURE, Configuration management, testing and IDE tools such as BitBuket, JIRA, Confluence, Jenkins, Ansible, SonarQube, Kubernetes, Docker,  OpenShift, etc) in order to facilitate automation, containerization, orchestration ETC.
  • Experience in the mentoring team and executing Agile, Lean, and Continuous Delivery best practices
  • Technologies/Tools - PHP and PHP frameworks preferably , HTML, CSS, JavaScript. Should have Web Application Development background.
  • Certification - ITIL preferred but not mandatory.
  • Excellent communication skills in English.
  • Proven experience providing technical support.
  • Hands-on programming background in Web Application Development.
  • Must be able to multitask.
  • Subject matter expertise in PHP frameworks.
  • Ability to set priorities and communicate changes to both the development team and the account manager.
  • Work well under pressure within a fast-paced environment on multiple projects.
  • Ability to manage the day-to-day delivery of engagements, risk mitigation, issue tracking, change management, and escalations.
  • Strong problem-solving abilities, intelligence, initiative, and the ability to thrive under pressure.
  • Excellent interpersonal and communication skills.
  • An awareness of best practices with respect to performance, configuration, and development.
  • Project Management and methodology exposure (waterfall, agile, scrum).
  • Good written and verbal communication skills in English.

If you meet the above requirements, please mail your updated resume with the subject 'Application for the post of Support   Manager (MS012005)' to [email protected].

Please note that while the management appreciates your interest and application for the job, it may not be possible to send in a personalized response to all applicants. Shortlisted applicants will receive an email or a telephonic communication within 2 weeks of your application.