Production Support Manager

Job Description

About Zensar: Zensar is a digital solutions company helping organizations around the world achieve new thresholds of business performance. We work with clients in banking and financial services, hi-tech and manufacturing, insurance, consumer services, and more. We prepare our clients for sustainable success through experience design, cloud technology, advanced analytics, and business acceleration. Seasoned Lead with experience managing a mid-size IT Support Team. Domain.Online Gaming, Betting & Casino Total Experience : 8-12 Years Relevant experience: 4-6 years Location : Pune Budget : 14 - 17 LPA Timings : EMEA / US / AUS Rotation- Main support in IST shift Work Mode : Hybrid/Remote, Puene based candidate Skills: Techno-functional skill set to manage support while also guiding the team where they need technical help Good understanding of ITIL, ITSM principles Grasp on SLA and OLA management Ability to create metrics and dashboards to track Operations Health Strong interpersonal and communication skills to work with team and build rapport with Customer Knowledge of Project Admin activities like Audits, Revenue management People management experience including appraisals, succession planning Essential duties and responsibilities: Manage an 11 person Prod Support team to provide committed capacity and level of service This role operates in Aus, EMEA, and US Shift Manager will not be required to be present in all 3 shifts - but will be accountable for team's performance all round Take care of Scheduling, Rostering, and Leave Management across shifts Manage capacity and succession planning Manage daily Operations and handle escalations before they are raised Create Weekly and Monthly Metrics, Reports to track project health Take care of Project Admin activities like Audits, Appraisals, etc. Accurately manage Revenue Forecasts and Invoices Show more Show less