What are the responsibilities and job description for the Production Support Technical Program Manager position at HR Pundits?
Job Title: Production Support Technical Program Manager
Location: Boston, MA
Model: Onsite
Full Time
Years of Experience: 15 - 20 Years
Job Summary:
We are seeking an experienced Production Support Technical Program Manager with a strong background in software development and customer facing roles. The ideal candidate will have extensive experience in managing application support, particularly in a 2nd line capacity, and will be proficient in Java, .Net, Mainframe, and various database technologies. This role requires a strategic thinker who can effectively communicate with clients and stakeholders while ensuring the smooth operation of production systems.
Responsibilities:
- Lead and manage production support activities, ensuring timely resolution of incidents and service requests.
- Act as the primary point of contact for customers, addressing their technical concerns and providing solutions.
- Coordinate with development teams to facilitate application enhancements and bug fixes.
- Monitor system performance and implement proactive measures to prevent issues.
- Develop and maintain documentation related to production support processes and procedures.
- Conduct root cause analysis for recurring issues and implement corrective actions.
- Manage stakeholder expectations and communicate project status effectively.
- Provide training and support to junior team members and new hires.
- Participate in on call support rotation as needed.
Mandatory Skills:
- Proven experience in application support, specifically in a 2nd line capacity.
- Strong technical knowledge of Java, .Net, Mainframe, and database technologies.
- Excellent customer facing skills with the ability to communicate complex technical concepts to non technical stakeholders.
- Experience in incident management and problem resolution.
- Strong analytical and troubleshooting skills.
Preferred Skills:
- Familiarity with ITIL processes and best practices.
- Experience with cloud technologies and DevOps practices.
- Knowledge of Agile methodologies.
- Experience in leading cross functional teams.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 10 15 years of experience in software development and production support.
- Relevant certifications in project management (e.g., PMP, Prince2) are a plus.