Job Description:

Senior Delivery Manager (Production Support and DevOps)

The person is responsible for ensuring the smooth and reliable operation of production systems and applications, acting as a point of contact for incidents and ensuring the efficient resolution of issues. They also play a key role in incident management, root cause analysis, and continuous improvement efforts.  The person should have excellent leadership and people management skills and should be able to lead a large team of Production Support and DevOps Engineers.

Key roles and responsibilities:

Incident Management and Support:

Monitoring and Troubleshooting: Continuously monitor systems and applications for performance issues, incidents, and alerts, and proactively respond to incidents. 

Issue Resolution: Diagnose and resolve production issues using advanced troubleshooting techniques. 

Root Cause Analysis: Perform in-depth analysis to identify the root causes of incidents and prevent recurrence. 

Documentation and Communication: Create and maintain documentation related to production issues and resolutions, and effectively communicate with stakeholders, including development and operations teams. 

Incident Management: Oversee the incident management process, including prioritization, escalation, and resolution, ensuring timely and effective incident resolution. 

System Performance and Optimization:

Performance Monitoring: Monitor system performance metrics, identify bottlenecks, and recommend solutions for performance optimization. 

Process Improvement: Implement and maintain processes and procedures to improve production support efficiency and reduce downtime. 

Automation: Identify and implement automation opportunities to streamline repetitive tasks and reduce manual effort. 

Data Analysis: Analyze data related to production performance, incident trends, and support requests to identify areas for improvement and optimization. 

Cross-Functional Collaboration:

Collaboration with Development and Operations: Work closely with development, operations, and other relevant teams to ensure seamless software deployment and integration. 

Communication and Reporting: Provide regular reports on system performance, incident status, and support metrics to senior management and stakeholders. 

On-Call Support: Participate in on-call rotations and respond to production issues after business hours. 

Other Responsibilities:

Training and Documentation: Develop and deliver training materials and documentation to support production support teams. 

Process Improvement: Identify and implement improvements to production support processes and procedures. 

Knowledge Management: Maintain and update knowledge databases and documentation to support troubleshooting and incident resolution. 

Continuous Improvement: Drive continuous improvement initiatives to enhance the overall efficiency and reliability of production support. 

Technical Skills:

Excellent knowledge of ServiceNow, NewRelic, AWS Cloud, Application, System, Network, Cloud and DevOps.

Experience:

12+ years

Certification:

ITIL, AWS Certification are desired

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.