Production Support Manager MDX

Must Have Skills

ITIL & first line support L1/L2 experience

DevOps & ServiceNow

GCP

Nice to have skills

Good to have some knowledge on banking domain

Detailed Job Description

Provide first line support L1/L2 across the suite of applications running on both Windows servers and within GCP

Establishing and maintaining strong relationships across application/engineering/business functions

Maintain a close relationship an cohesion with the India support manager and team

Measure service satisfaction levels and ensure SLAs are adhered to

Ensuring adherence to the release and escalation processes (i.e. service now)

Managing the prod and UAT hardware and operating system software and ensuring any EOL issues are brought to the attention of the overall application manager

Identify gaps in support and maintenance and ensure any required development is put on the book of work

Ensure support team are able to support the cloud applications independent of the developers

Build out DevOps capabilities in the support team