Job Description

Overview:

Job Title: Associate Manager, Applications Support
Location: Chennai
Position: Full-time
Department: Annalect Tech

Position Overview

Annalect, a leading technology-driven organization, is seeking a motivated and dynamic individual to join our evolving Technology Operations function as an Associate Manager. In this role, you will have the opportunity to coordinate ongoing support, integration, and release activities for in-house and off-the-shelf applications and tools across various global teams within the Annalect organization.
As the Associate Manager, you will play a crucial role in managing Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and improving existing ITIL-based support workflows. We are looking for an individual with hands-on technical expertise and a DevOps-like work attitude, who are excited to face challenges head-on by implementing and executing new processes, re-engineering existing procedures, and driving efficiency and optimization.
Responsibilities:

Key Responsibilities: Applications Support:

• Provide technical leadership, lead and prioritize AOK team's workload.
• Coordinate with internal teams and external 3rd party vendors Operational Support procedures and SLAs.
• Examine potential areas for Service Improvement and prepare proposals.
• Act as the primary point of contact within the Technology team for issues regarding Application Support and System Availability.
• Manage the change management process and enforce that the procedures are followed by all team members to ensure stable production releases.
• Design, prepare and conduct training relating to Incident/Problem Management and the appropriate usage of the Support Management Service.
• Exhibit the ability to handle shifting priorities in a fast-paced, dynamic environment.
• Analyze.
• Analyze all requirements, prepare use cases and supervise project plans.
• Provide timely and export advice on emerging trends and issues affecting Service Delivery and Support.
• Contribute to preparing weekly/monthly/yearly reports on Application Support, team workload, user activity, and Platform usage.
• Other duties as directed from time to time.

Documentation:

• Design and Document Application Support workflows, manuals and procedures, Service Level Agreements, Change Control process.
• Define, document and implement business process, procedure and technology/application metrics.
• Capture and support statistics to ensure that the AOK team is operating at a highly efficient and effective level.
• Ensure all technical and non-technical documentation is up to date on teams Confluence space and Knowledge Base.

Personal and Team Development:

• Set and measure short/long term objectives and goals for the team.
• Work with the Manager to develop career pathways for the team members.
• Share knowledge with team members as well as other internal teams (Product, DevOps, Development).
• Maintain and increase the AOK teams' and your own technical knowledge.
• Identify training needs or requirements for yourself individually and for the team.


Qualifications:

Required Skills Experience and education:

• 10-12 years of relevant and progressive experience in application support field, with at least 3 years of experience leading 24/7 on-shore and off-shore support teams.
• Bachelor's degree in a Technology field.
• Experience in defining SLA's and OLA's, as well as measure it's success factor and coordinate adoption with internal and external teams.
• Experience supporting web-based, big-data applications and an understanding of web and cloud technology, as well as extensive debugging and troubleshooting skills.
• Change-management experience, including appropriate prioritizing and execution of change tickets and building CSI workflows.

Personal qualities:

• Strong customer service skills and support focus with a desire to build a delivery process of a high-quality support services.
• Result-oriented and highly professional with ability to lead and take ownership and responsibility.
• Fast learner, flexible to business demands with strong organizational and planning skills and a positive 'can-do' attitude.
• Team player, with ability to multi-task, and meet tight deadlines, while under pressure.
• Must possess critical thinking and exhibit problem solving skills for technical and software related issues.
• Ability to communicate effectively with technical and non-technical individuals both verbally and in writing.

Technical Skills:

• Atlassian Cloud Tools, including JIRA Software, Confluence, JIRA Service Desk, Bitbucket, and Bamboo.
• Good working knowledge of SQL, including ability to write queries for retrieving and updating information (MSSQL, MySQL, Redshift environment).
• Experience with AWS, Google and Azure cloud environments and concepts.
• Familiarity with various development stacks (LAMP, MEAN, Java+ etc.) would be a huge plus.
• Good overall technology skills including functional understanding of databases, HTTP(S), DNS, Active Directory (AD), SAML, JWT, Linux operating system, and ideally cloud computing/ virtual environments.
• Has worked with a Single Sign-On platform inclusive of user and application setup/support.



Preferred Skills• Would be a plus to have extensive knowledge within the Atlassian Toolkit (JIRA, Confluence, JSD etc.)
• Experience with databases and using SQL to query data
• Some background/understanding of web analytics tool basics: tag, cookies, data attributes, data layer, variables.
• Hands-on experience with online advertising technology and systems (Google, Amazon, Facebook, etc.)
• AWS awareness of the services, tools and use is preferable.
• Experience with integrating 3-rd party tools into SSO system would be a plus.
• ITIL Foundation certification preferable.