Senior Programme Manager

• Providing the leadership for problem solving and manage the operations of a team of professionals responsible for troubleshooting, escalation, and resolution of reported production issues across suite of Supported Applications.
• Provides the leadership for developing Minor Enhancements and Factory projects.
• Expected to optimise production support processes, ensure adequate capacity to meet SLAs, and develop strong relationships with the Application Development team, Quality Assurance, Hosting, and Client Services teams.
• Responsible for developing the skills and knowledge of the support team, promoting the growth of each individual and building a well-balanced, highly skilled team that can provide support and coverage across the entire suite of Supported Applications.
• Responsible for providing service delivery as per the activities described in the Service Catalogue.
• These include, but are not limited to, the following aspects:
• Ensure Incident Management and Problem Resolution SLAs are being met.
• Guide development of Minor Enhancements and Factory projects, Root Cause Analysis and Preventative Maintenance activities.
• Work with other Project Managers to obtain assistance from subject matter and application experts, as needed, to supplement the application support team.
• Establish best practices for ticket handling, triage, troubleshooting, problem fixing, and verification of problem fixes.
• Develop capacity models and provide capacity plan projections to support Application Operations
• Establish consistent and meaningful communication of issue status and planned resolution to Service Delivery team.
• Provide accurate, timely, and insightful operational metrics.
• Take necessary measures for retaining the knowledge within the support team without affecting the service delivery.
• Provide direct client interface and ensure service excellence delivery.
• Identifies and manages resources needed for the planning, development and delivery of specified infrastructure services and solutions.
• Influences senior level customers and project teams through change management initiatives, ensuring that professional standards are maintained.
• Takes full responsibility for budgeting, estimating, planning and objective setting.

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