Program Manager

Job Description

Location: USA-Austin

Job Summary –

Looking for a Program Manager

Years of experience needed –

Candidate experience – 8 Years

Key Responsibilities:

• Program Management:
  
  
  
  • Lead and manage production support programs across multiple applications and services.
  
  
  • Define and track KPIs for system uptime, incident resolution, and service quality.
  
  
  • Coordinate with development, QA, and infrastructure teams to ensure seamless support.
  
  
  
  


• Incident & Problem Management:
  
  
  
  • Oversee the incident management lifecycle, ensuring timely resolution and communication.
  
  
  • Facilitate root cause analysis and drive permanent fixes for recurring issues.
  
  
  • Maintain and improve incident response playbooks and escalation protocols.
  
  
  
  


• Stakeholder Communication:
  
  
  
  • Act as the primary point of contact for production support issues.
  
  
  • Provide regular updates to leadership and stakeholders on system health and incident trends.
  
  
  • Conduct post-incident reviews and share learnings across teams.
  
  
  
  


• Process Improvement:
  
  
  
  • Identify gaps in support processes and implement best practices.
  
  
  • Drive automation and tooling improvements to enhance support efficiency.
  
  
  • Ensure compliance with SLAs and regulatory requirements.
  
  
  
  


• Team Leadership:
  
  
  
  • Mentor and guide support engineers and analysts.
  
  
  • Foster a culture of accountability, continuous improvement, and customer focus.
  
  
  
  

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.


• 8 years of experience in IT operations, production support, or program management.


• Strong understanding of incident management frameworks (e.g., ITIL).


• Experience with monitoring tools (e.g., Splunk, AppDynamics, Datadog) and ticketing systems (e.g., ServiceNow, Jira).


• Excellent communication, leadership, and stakeholder management skills.

Certifications Needed:

As per industry standards

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Deputation Location : US~Texas~Texas
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