Owning the Internal and external client satisfaction and experience
Perform Infrastructure & application support leadership functions, such as defining strategy, measuring application performance, impact on infrastructure, defining KPIs, and mentoring team members.
Balancing the day-to-day with the bigger picture and longer-term vision.
Responsible for establishing and managing the IT production support budget.
Responsible for managing Third Party Service providers, support desk etc.
Responsive to a distributed / highly remote user base.
Continue to build best in class Production support desk with service levels for identifying recurring issues and owning the resolution to completion
Cultivate and build a Service Level Agreement and due date focused engineering culture.
Collaborate with your peers and leadership to help define our technical direction and product/project roadmaps.
Communicate frequently with all stakeholders to provide project status, risk analysis, technical recommendations and resource constraints that may impact strategic direction.
Troubleshoot production issues and support triage, reporting and correction of production software.