Assistant Manager - Production Support (NGEMR)

Position Overview

This role will be hands-on with IT Production Maintenance Support. The Candidate will demonstrate the ability to work with a team that is responsible to ensure seamless service delivery in a fast-paced environment. This role combines technical expertise, leadership, and process management to manage regular maintenance schedule, drive production tickets resolutions, and ensure operational efficiency.
 
The role also includes ongoing professional development through bug fixing and staying up-to-date with the latest software releases and patches. A key requirement is certification in a Commercial Off-The-Shelf (COTS) product (Epic) suite relevant to the role, as well as a proven track record in maintaining production systems to ensure optimal performance. Training and certification for the product will be provided.

Role & Responsibilities

1. Leadership & Management

• Coordinate IT analysts within and across multiple teams responsible for production maintenance support.
• Oversee the resolution of production issues and track the status of service tickets to ensure adherence to priority and resolution time.
• Monitor performance metrics and provide regular reports to senior management on ticket status, resolution time, and overall team productivity.
• Drive continuous improvement initiatives to streamline incident management processes and reduce downtime duration. 
• Host user engagement meetings to drive, deliberate, prioritise production issues priority and resolution plan. 

2. IT Production Support

• Ensure the availability, reliability, and performance of production environments.
• Coordinate the resolution of high severity production issues by directing the appropriate support teams, and ensuring timely and accurate updates are provided to the incident reporting team, users, and senior management. This includes providing regular, clear, and actionable status reports at each critical stage of the incident, ensuring stakeholders are informed of progress and resolution efforts in a timely manner. 
• Troubleshoot, resolve, and escalate critical production issues, ensuring timely resolution within service level objectives. 
• Perform root cause analysis, lesson learnt on issues and collaborate with internal teams to implement long-term fixes.
• Lead the triage of production incidents, driving resolution and ensuring customer satisfaction.
• Lead and manage planned maintenance activities such as product release updates, resilience testing exercises.

3. Bug Fixing & Professional Learning

• Stay current with product updates and patches, gaining certifications on COTS products to maintain expertise in relevant technologies.
• Participate in bug fixing and contributing to product stability.
• Collaborate with build team to apply fixes and enhancements to the production environment while ensuring minimal disruption.

4. COTS Product Expertise

• Maintain in-depth knowledge and expertise in relevant COTS products and how they are integrated into the production environment.
• Lead efforts to implement product upgrades, patches, and new features in alignment with company and industry standards.
• Work closely with vendors technical services and internal build teams to resolve product-related issues and ensure optimal configuration.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in IT production maintenance support, with at least 2 years in a leadership or managerial role.
• Proven experience in managing service tickets, meeting SLAs, and working with technical teams in a fast-paced environment.
• Strong troubleshooting, problem-solving, and analytical skills.
• Proven team player with good communication and interpersonal skills to collaborate with internal stakeholders and vendors.
• In-depth knowledge of ITIL processes and best practices, particularly in incident management and SLA monitoring.
• Proficiency in system monitoring, ticketing systems, and issue tracking tools (e.g., ServiceNow).
• Ability to adapt quickly to new technologies and products while maintaining high service standards.
• Strong experience working with COTS products and tools, including certification in one or more relevant products (e.g., [specific COTS product names]).
• ITIL Foundation certification is a plus.

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