•Lead strategy and development of innovative solutions.•Distribute workload and development responsibilities to ensure timely completion and avoid impact to existing services.•Manage employee performance in a consistent and timely fashion per company policy and practice.•Work with internal organizations to develop, design, size, and adjust data flow models to ensure applications meet availability, performance, capacity, and security requirements and guidelines.•Drive technology, operational and cost innovation within the team and with executive leadrship.•Understand and interpret business strategy, including design, to improve applications in collaboration with other business units.•Ensure new applications and infrastructure components adhere to defined architectural requirements and standards - guide the evolution of new technologies to support the requirements of new systems and business initiatives.•Provide direction and effectively manage vendors.•Provide input on product road maps and KPI's.•Provide leadership for continuous process improvement.•Ensure that Security is table stakes.•Plan, divide and direct work among leads/team members. Mainly involved in detailed design and development tasks for test bed preparation, and further enhancement of test scripts for various applications with respect to software quality and its performance, using a mix of traditional and DevOps oriented tools.

•Manage all aspects of the production environments including development, deployments, support and client expectation management.•Assign and monitor work for the Client Developers.•Coordinate with the QA department to ensure all deliverables pass QA timely and with accuracy.•Ensure deliverable and escalations are handled within SLA and are accurate.•Coordinate with Account managers to understand the requirements and communicate them to the client development team with the help of Client Coordinators.•Manage all new tasks to ensure all necessary requirements are gathered, estimations are completed, and timelines communicated.•Ensure that all production standards are adhered to and time is accurately tracked.•Keep track of the performance of each developer and provide proper and timely feedback.•Establish an effective communication channel with all the accounts managers (Onshore/Offshore)•Handle ad hoc escalations related to the Production world.•Ensure that all reports and other deliverables are provided to the clients on time with accurate data.•Coordinate with the Development heads for any feature/changes required across software applications.•Provide support and take the lead in executive escalations. •Ensure that all new joiners get properly trained across all functions of Production world.•Manage Production Developers time and tasks, providing support to development teams based on open time for Production Developers.

Analyzing, planning and developing project deliverables and milestonesDetermine and define clear deliverables, roles and responsibilities for staff members required for specific projects or initiativesProject Planning and organizationParticipate in technical discussions and remove roadblocksEstablishing and implementing training processes for all technical personnelHold regular technical team meetings to determine progress and address any questions or challenges regarding projectsResearching and evaluating technology options for each projectKeep all stakeholders up to date and conduct regular status meetings with the managementAssign and oversee the daily tasks of technical personnel while ensuring all subordinates are actively working toward established milestonesEstablish process to ensure quality and accountability

Provide strategic recommendations to maximize productivity.Structure non-structured information into logical.Coordinate with Site leaders, operations managers, workforce management and other related functions.Prepare and analyze Operation reports for senior management.Assess data independently for accuracy and reasonableness.Support in the publication of the daily ops report and associated analysis.Analysis client requirements and make changes in case these are not in line with TRG Infrastructure.Communicate updates to developers with accordance to the business requirement of individual campaigns.Coordinating with Client Services and Operations teams to implement any on-the-fly changes to the way campaigns are being dialed.Performing change management during the shift.Documenting all developments during their shift so that outbound team is aware of updates

Provide strategic recommendations to maximize productivity.Structure non-structured information into logical.Coordinate with Site leaders, operations managers, workforce management and other related functions.Prepare and analyze Operation reports for senior management.Assess data independently for accuracy and reasonableness.Support in the publication of the daily ops report and associated analysis.Analysis client requirements and make changes in case these are not in line with TRG Infrastructure.Communicate updates to developers with accordance to the business requirement of individual campaigns.Coordinating with Client Services and Operations teams to implement any on-the-fly changes to the way campaigns are being dialed.Performing change management during the shift.Documenting all developments during their shift so that outbound team is aware of updates

Coordinate with Site leaders, operations managers, workforce management and other related functions.Prepare and analyze Operation reports for senior management.Support in the publication of the daily ops report and associated analysis.Analysis client requirements and make changes in case these are not in line with TRG Infrastructure.Performing change management during the shift.Documenting all developments during their shift so that outbound team is aware of updates.

Performing co-ordinated troubleshooting along with other teams (e.g. GNOC) that involve external parties (like Telco Providers.)Ensuring that the end-of-day tasks are successfully completed by the team.Overseeing and assisting in the deployment of new programs (outbound or inbound) or programs being converted from other platforms to Strata, in co-ordination with Development and Client Services teams.Handling escalations related to items that could not be handled by the team.Staying on top of team affairs and resolving any team issues during the shift, e.g. replacement of faulty equipment etc.Handling escalations by working remotely when on-shift Supervisor is not available or cannot handle escalation himself.Performing Dialer Hardware Utilization Analysis in order to make sure that TRG’s Hardware and software capabilities are in compliance with New additions of Agents and if not then sending the request to the TOP MANAGEMENT to get hold of new T1’s from Carriers in US.If required, performing all functions performed by the team

Working in co-ordination with on shore US team to handle each day’s call centre data operations.Handling day to day call centre operations in terms of managing information. It includes remotely accessing and handling the database in all centers located at Beckley, Toronto, North bay, St Catherine and.To process the raw data from the dialers from six different contact centers in US and Canada using different applications on Mercury Platform.Generation and Verification of reports using different tools and techniques.Delivering the daily calling information to the clients using different means like FTP, email and web applicationsMeet the deadlines for all the deliverables.