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ISA Application Support Manager - S&D
Job ID S_D-0440277
Job type Full-time Regular
Work country India
Posted 13-Oct-2011
Work city Bangalore
Job area Operations (all other)
Travel No travel
Job category Project Management
Business unit APTO
Job role General Other Project Management
Job role skillset General
Commissionable/Sales-Incentive jobs only No
Job description :
(1) Problem Management
- CRISIT / crisis management - AMS focal point for SL1/SL2 and other high impact problems (E.G security related)
- Organize teams to ensure correct resources are working on the problem
- Provide technical leadership for problem solving
- Ensure clear ownership of problem determination / resolution
- Ensure completeness of problem analysis / impact analysis
- Review completeness of root cause and recommend resolution / workarounds
- Prepare management report, ensure accuracy and completeness of contents
(2) Production Bug Fixes
- Perform risk/ schedule/ cost impact analysis to existing work streams, resolve planning and technical contentions
- Ensure delivery of all CMMI procedures / artifacts
(3) Business Continuity Plan
- Update mobilization list to keep all contact information up-to-date
- Conduct briefing/training for team member for all BCP and DR activities
- Ensure all new projects/user request/SR provides a workable DR solution within the agreed RTO
(4) Vendor Management
- Ensure clear and formal agreement for sub-contractor/vendor management
- Ensure back-to-back contract agreements to meet all SLAs
(5) Configuration Management and Deployment
- Develop strategy/ design/ workflows/policies for configuration management for teams
- Perform configuration management internal reviews and audits
- Ensure proper segregation of roles for process/audit compliance
(6) User Request/Project/SR Management
- Understand and adhere to user request/SR processes and SLA
- Inventory/track and monitor all SR to ensure SLA compliance
- Perform TDA for meeting financial targets
(7) User Request/Project/SR Delivery
- Review team’s project / task plan
- Verify team’s compliance to SOW deliverables and IBM processes
- Conduct quality review of deliverables to ensure contents meet the required standards
- Review testing results to ensure proper resolution and categorization for all defects
- Ensure+C17 proper technical plans in place for for all production changes (e.g. fallback plan, implementation plan, data conversion)
- Perform risk assessment for all production ChangeRequest
- Provide technical leadership for all user request/SR/Project delivery matters
(8) Reporting
- Critical systems weekly dashboard reports
- Submit weekly report for all BAU support and project work items, highlight risk and mitigation actions
(9) Financials
- Responsible for support budget
- Use APtools to consolidate BAU support workitems. Analyze BAU support work items, provide justification for deviation in plan vs actual
- Perform weekly review of AMS financial report to ensure that all resources are clocking into the correct work items and that all clocking are valid and timely
- Develop 180 days demand forecast for all teams, ramp up/down resources according to demand plan
- Plan and optimize resources between teams and projects
(10) Global Consolidationand Collaboration
- Liason with global application owners and local application owners
- Identify applications that belong to the global framework. Colaborate for consolidation
- Identify commonalities between applications in the local framework. Create a roadmap for consolidation at the country level
- Establish a project management and change management process and framework
- Establish a PMO portal for easy tracking of applications, their projects and budget
Requirements:
- Prior project management skills
- production support delivery experience
- Technically strong and able to perform technical planning and review
- Good client and vendor management skills
- Technical Experience in Web technologies such as Websphere Applications, Java and Rational Applications Developer is important
- Good knowledge on RPM and MS project.
-Prior project management skills.
- Production support delivery experience in Application development.
- Technically strong and able to perform technical planning and review.
Required
Bachelor's Degree
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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For Further information and apply online : http://www.ibm.com/in/en/
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