Production Support Lead Production Support Lead …

in Gurgaon, Haryana, India
Permanent, Full time
Last application, 17 Oct 20
in Gurgaon, Haryana, India
Permanent, Full time
Last application, 17 Oct 20
Production Support Lead
Job Description Provide expert support to users, by acting as a key point of contact for day-to-day issues and escalations
  • Provide superior production support experience at all times becoming a role model for excellent support, to whom the team members look up to for resolving queries or for guidance
  • Ensure key processes and procedures are adhered to within team; providing seamless support to users that interact with Salesforce support team and improve operational effectiveness
  • Provide constructive feedback to the Production Support Analyst and Senior Production support analysts within team and work to empower them to deliver consistently with high quality output
  • Consistently coach and guide team members to enhance their efficiency and assists them to timely escalate cases to other support teams/BA ' s as required
  • Develop excellent working relationships with colleagues within team and across the teams in the broader organization
  • Should be able to drive and facilitate discussion with stakeholders, dev, 3 rd party teams, while handling high priority cases
  • Should be able to manage stakeholders by guiding team and sometimes managing and providing timely communication with stakeholder and relevant parties, in times of Sev 1/Sev 2 Outage/Non-Outage scenarios
  • Should assist in avoiding escalations where possible and in case of an escalation, assist in managing the same, by ensuring quick issue resolution keeping user satisfaction in mind
  • Lead should be able to identify, capture, and channelize application functionality feedback around areas within application (i.e. SFDC, FPX, Apttus, Financial Force, Marketing Cloud, etc) and should be able to route it to MNE leads and Development team as required
  • As an overall lead, should be able to allocate resources to tasks, re-align cases, ensure team alignment with BA ' s and participation in UAT ' s ahead of a release
  • Should act as a people manager/counsellor for team members seeking guidance on multiple areas from career growth, leave management, shift alignments, and any logistics related requirements
  • Ability to have constructive team meetings and work with team to achieve the set goals and outcome for a set time frame of week, month, or quarter
  • Develop and provide ad-hoc training for team members on new business initiatives, MNE's items, and to address any performance issue due to knowledge gaps
  • Identify knowledge gaps within the team and work to implement training to address gaps and support development of individuals
  • Support case inflow handling, by allocating work or empowering senior members within the team and providing daily reporting around the same
  • Lead should be able to provide reporting analysis for managing the case handling process effectively
  • Deputize for respective lead during their periods of absence, ensuring escalations and high priority cases are addressed
  • Oversees the transition sessions within team and is responsible to ensure transition of MNE items across releases are happening for the team members in a timely manner
  • Work towards developing content for Knowledge Base Articles and RCA ' s within team & ensure team is regularly creating and utilizing these articles for reference for a quicker resolution
  • Lead manages license assignments and ensure efficient use of the available licenses for the users at all times
  • Lead is responsible for managing all the compliance and legal requirements/usage as required
  • Should be able to bring in new ideas and process metrics to bring in efficiency within team
  • Adhoc availability and flexibility are essential parameters for ensuring smooth business operations when needed

Minimum education and work experience required for this position include:
  • Minimum 7+ years of experience in Production Support role
  • BS degree in Computer Science or Engineering or equivalent. Post Graduate degree is a plus
  • Previous experience in a supervisory role is essential
  • Excellent verbal, written and problem solving skills.
  • Exposure to financial industry, banking and/or financial markets preferred
The key competencies for this position include:
  • Ability to drive team performance by leading and inspiring individuals is essential
  • Excellent oral and written communication in English with ability to interact with varied audience from different teams
  • Experience in training and coaching other team members & delivering presentations as required
  • Has the ability to motivate team members with strong work ethic during challenging times
  • Established and recognized SME in multiple areas and ability to handle differing problem scenarios within team
  • Strong customer orientation & an eagerness to excel and be a part of a fast growing team
  • Superb analytical skills and persistence in problem solving
  • Excellent organizational skills
  • Working knowledge of Windows based software (Excel, Access, Word, etc.)
  • Exposure to financial industry, banking and/or financial markets is advantageous
  • This position requires the individual to be flexible to provide sup port in line with business needs

Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody's Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

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