Manager
CurrentRESPONSIBILITIES :• Leading, mentoring & monitoring the performance of a team of 25 people towards ensuring efficiency in process operations and meeting production targets.• Ensuring successful delivery of application upgrades.• Coordinating with development teams for successful testing per the test cases and delivery for every new version of software release in timely manner.• Identifying, documenting and discussing the known issues/bugs in the program meeting with various stake holders and ensuring that the known issues/bugs are fixed with subsequent release.• Resolving problems & issues within pre-set timelines, thereby developing the knowledge base and ensuring that the issue does not happen again.• Assuring standardized methods are used for efficient & prompt handling of all changes to optimize the overall business risk; ensuring that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented & reviewed properly.• Define, prioritize and evaluate the Business Impact based on feedback received and in turn discuss the findings with the product team. • Providing timely support to all clients post upgrade and ensuring that every case is attended and resolved as soon as possible by following the escalation process. • Creating business cases for bottle necks/enhancements with the current release or automation tools for faster and efficient delivery of services and increased client satisfaction.• Participating in CAB calls and ensuring that changes are delivered with highest accuracy. • Motivating and uplifting the team moral whenever required. • Delivering regular constructive feedback for effective individual development.• Managing and monitoring Customer Satisfaction statistics for the team andexceeding the given parameters.• Managing Service Level Agreements for the LOB in terms of Availability, ServiceContinuity, Incident and Problem Management.
