Role Proficiency:

Perform end-to-end management of a single or portfolio of projects with TCV 500K - $1Mn in deliverables based or outcome-based model by delivering the agreed scope within the agreed timelines and cost. Fully ensuring the success and acceptance criteria of the project are met and customer satisfaction is enhanced.

Outcomes:

     Identify key stakeholders to ensure establishing and maintaining positive business relationships among stakeholders (internal or external)      Maintain regular communication with customer / partner / supplier; addressing needs through empathy with their environment      Define activities responsibilities critical milestones resources skills needs interfaces and budget. Optimize costs and time utilization minimise waste and deliver projects on time and budget as per the contract and agreed scope with a high quality result.      Anticipate all possible risks and manage them by applying the suitable risk management strategy; developing contingency plans.      Define and implement the governance model as per the project needs      Plan and implement metrics driven management model and quantitatively assess the project health      Orchestrate projects to develop or implement new internal or externally defined processes to meet identified business needs.      Effective implementation of software delivery methodologies and instil customer’s confidence      Build manage and nurture high performing teams providing individual and team mentoring ensuring high levels of team engagement and developing capabilities within team ensuring seamless communication and resolving conflicts   Adopt and build software engineering best practices which can be leveraged by other teams

Measures of Outcomes:

     Sprint velocity/team productivity      Planned schedule vs actual      Planned effort vs actual      Planned cost vs actual      Retention      Requirement stability and effectiveness of scope change management      Product quality (rework effort defect density defect leakage in various phases and number of rejected defects)      Risk management index      Adoption of reusable components and artefacts   Customer satisfaction Team satisfaction

Outputs Expected:

Scope Management :

Conduct requirements analysis
requirements elicitation
scope control
and scope prioritization based on customer needs and scope change management Drive the creation of common standards such as design documents
traceability matrix
bridge documents
analysis methodologies and solution artefacts Partner with the customer to define their requirements / elicit requirements from solution envisioning workshop Manage customers expectations by pre- planning deliverables like wireframes
prototypes
demos
MVPs etc Conduct impact analysis of any scope changes across phases and negotiate with the customer for scope prioritization

Estimation and Resource Planning:

Consolidate estimates at a solution level
evaluate risks and validate estimates from a technical standpoint
assumptions
and defining scope and boundaries Review
validate and negotiate estimates across service lines Conduct resource planning (pyramid
people development) at a project level based on project requirements Conduct impact analysis for changes and analyze corresponding impact to overall estimates and resource loading Identify the different roles and skills for each role
considering the constraints
pre-requisites and other project specific KPIs

Project/ Schedule Management:

Identify and plan the end-end activities required to meet the project acceptance criteria Plan and manage multiple small/ medium size projects/ modules as defined within UST Identify risks and mitigation strategies and implement the same to manage simple
small or medium size projects/ modules Anticipate items that cause schedule delays
schedule dependencies and manage them following the proper risk management plan Identify options to fast track the schedule and plans to implement the same Estimate the work
plan and track the activities closely and report the progress on a regular basis

Risk/Issue management:

Proactively identify any dependencies that might impact the project KPIs
facilitate agreement with dependency owners and closely track them on the plan Identify and closely track the risks in the project and follow escalation path Document the risks and issues in the project
communicate them to all relevant stakeholders and closely track the impact

Stakeholder Management:

Identify the internal and external stakeholders on the project Define the RACIA chart and communicate the roles/responsibilities to the stakeholders Define the communication plan and implement the same Ensures that stakeholder needs
concerns or complaints are understood and addressed

Test and Defect Management :

Ensure the test approach is defined and agreed for the project Support system integration testing (functional / technical) Review/mentor team during test execution Support defining the test strategy and scenarios Understand the business impact of defects Prioritize the defects based on their criticality and severity Participate in defect triage meetings Identify and analyse root cause of defects Interpret the results

Configuration Management:

Ensure and drive the process within the scope of the project Provide information / articulate / demonstrate work during configuration audits and implement corrective action

Software Development Process Tools & Techniques:

Define/adopt the right tooling strategy for the project Independently guide the team to develop efficient and high-quality work products Meet project goals
ensure process compliance and mentor the team

Governance:

Create continuous quality improvement plan Define QA processes / plan Tailor organization's quality guidelines and benchmarks to meet specific project quality requirements and processes Identify root causes and implement necessary preventive/corrective actions to proactively address challenges that might impact project KPIs

Domain / Industry Knowledge:

Guide team members to conduct research to keep abreast of the key business environment and competitive landscape Understand how the proposed solution meets client requirements Identify the key industry parameters to achieve market sensing

Technology Concepts:

Understand customer's technology landscape Map business requirements to technology requirements Set expectations with the customer Leverage that knowledge in day-to-day work or upgrading skills of the team Provide inputs on potential areas of opportunity for UST

Profitability Management:

Analyse profitability for project Create profitability sheet based on resource plan Modify parameters in the profitability sheet and identify impact on margins Carry out basic deal pricing Apply project principles for improving the project profitability

Pricing & Licensing Models:

Define the pricing models for medium complex projects Conduct estimation for complex projects viz. FP / value-based pricing
etc. Understand pricing strategies and business models of relevant products
solutions or associated services Review simple proposals

Knowledge Management (KM):

Establish a KM plan and platform that can be leveraged by new joiners to the project Establish a platform to enable knowledge sharing among the project team members Ensure that the learnings from the project are contributed to the KM repository Ensure that the organization level KM Platforms (platform and content) is enabled for consumption by the project

Account Management Processes and Tools:

Comply with account management activities and drive towards the account management KPIs relevant for the project Ability to write contracts in a language mitigating potential risks. Collaborate with other projects and enabling functions to deliver value to UST and to the customer in terms of ideas
automation
etc

Solution Structuring:

Present the proposed solution to the customer highlighting the solution benefits and road map to achieve Understand the end in mind and define Win Themes. Carve out simple solution / POC to build confidence in the solution Review the proposal for completeness

Self-Development and Organizational initiatives:

Review other project artefacts with health assessment Actively participate in forums like PM forums and share best practices and learnings from own projects Adopt learnings and reusable methodologies/tools from other projects to improve productivity and quality Constantly enhance knowledge and implement the same to leverage the best software engineering methodologies
concepts
automation
etc

Team Development:

Implement a framework to assess the skill level of the team and work with the team to define a skill enhancement plan Nurture the innovation potential within the team and harness it to positively impact the project outcomes Provide feedback and enable the team to perform independently and grow Identify the career aspirations of the team members and guide/coach them to define a development plan to achieve the same

Skill Examples:

     Impact and Influence      Relationship building      Project strategy planning      Identify project risks and define action plans to manage      Define a project plan by breaking it down into individual project tasks      Communicate project progress to all relevant parties reporting on topics such as cost control schedule achievements quality control risk avoidance and changes to project specifications      Delegate tasks and manage team member contributions appropriately      Manage external contracted resources to achieve project objectives      Optimize project portfolio timelines and delivery objectives by achieving consensus on stakeholder priorities   Assess the project heath using quantitative measures and change the course of action as needed   Conflict management within the team and with external stakeholders Collaborate with different techno-functional teams within own and customer organization to ensure the right standards and practices are implemented

Knowledge Examples:

     A project methodology including approaches to define project steps and tools to set up action plans      Technologies to be implemented within the project      Company business strategy and business processes      Development and compliance with financial plans and budgets      IPR principles and regulation      Structured project management methodologies (e.g. agile techniques)      Estimation techniques      Metrics analysis and quantitative management      Root cause analysis   People management including goal setting growth aspects and coaching   Understanding of the quality and governance models of UST and the customer; aligning the deliverables to meet those standards

Additional Comments:

Service Manager for 24x5 Application Support is responsible for ensuring the smooth and efficient operation of mission-critical applications across a 24/5 support environment. This role involves overseeing the support teams, managing incidents, ensuring service levels are met, and coordinating with various stakeholders to maintain system uptime and reliability. The Service Manager will work proactively to identify potential issues, improve service delivery, and ensure application performance aligns with business objectives. Key Responsibilities: Service Delivery Management: o Oversee the 24x5 support services for all critical business applications, ensuring high availability and timely resolution of incidents and requests. o Manage and ensure adherence to service level agreements (SLAs) for response times, resolution times, and overall service quality. o Coordinate with cross-functional teams, including IT operations, infrastructure, and development teams, to ensure seamless application support. Incident & Problem Management: o Ensure timely identification and resolution of high-priority incidents to minimize business disruption. o Lead root cause analysis (RCA) for major incidents and implement corrective actions to prevent future occurrences. o Oversee the incident management process, ensuring incidents are logged, tracked, and escalated appropriately. o Ensure a robust problem management process is in place to address recurring application issues and work with teams to implement long-term solutions. Team Leadership & Support: o Lead and manage the 24x5 support team, ensuring they are adequately staffed and trained to handle the demands of continuous application support. o Provide leadership and mentoring to team members, setting performance goals and ensuring team performance aligns with organizational expectations. o Foster a collaborative and supportive environment, ensuring the team can effectively manage incidents and communicate with stakeholders. Continuous Service Improvement: o Proactively identify areas for improvement in application support, implementing enhancements to processes, tools, and technologies. o Monitor application performance and trends to identify potential issues and ensure service continuity. o Work closely with other teams to implement proactive measures that reduce incidents and improve service availability. Stakeholder Communication & Reporting: o Serve as the primary point of contact for key stakeholders, providing regular updates on application performance, incident resolutions, and service metrics. o Ensure stakeholders are informed of any major incidents or disruptions to service and provide updates on progress toward resolution. o Produce regular reports on application support performance, including incident management, downtime, and key performance indicators (KPIs). Change Management: o Oversee and coordinate the change management process for application-related changes, ensuring that all changes are documented, tested, and deployed in a controlled manner. o Ensure proper risk assessments are conducted for each change, with adequate rollback plans in place. o Collaborate with IT operations and development teams to ensure changes do not negatively impact the support environment. Risk & Compliance Management: o Ensure that the application support service complies with relevant regulatory and security standards. o Monitor and address any security vulnerabilities related to the supported applications, working with security teams to implement timely solutions. o Ensure proper backup, disaster recovery, and business continuity plans are in place for all supported applications. Qualifications: • Experience: o 6+ years of experience in application support or IT service management, with at least 2-3 years in a leadership or service management role. o Proven experience managing 24x7 support environments, particularly for mission-critical or enterprise-level applications. o Strong understanding of ITIL (Information Technology Infrastructure Library) processes, including incident, problem, and change management. o Experience working with monitoring tools, ticketing systems (e.g., ServiceNow, JIRA), and IT service management platforms. o Familiarity with cloud platforms, infrastructure, and applications (e.g., AWS, Azure, Google Cloud) is a plus. • Skills: o Excellent leadership and team management abilities. o Strong communication skills, with the ability to effectively communicate with both technical teams and business stakeholders. o Ability to manage high-pressure situations and ensure swift resolution of incidents. o Analytical mindset with the ability to identify trends, root causes, and improvement opportunities. o Strong customer service orientation, with a focus on delivering high-quality support. • Certifications: o ITIL Foundation certification (preferred). o PMP or Scrum Master certification is a plus.