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Job Description
- Ensure the availability, reliability, and performance of production environments
- Coordinate the resolution of high severity production issues by directing the appropriate support teams, and ensuring timely and accurate updates are provided to the incident reporting team, users, and senior management.
This includes providing regular, clear, and actionable status reports at each critical stage of the incident, ensuring stakeholders are informed of progress and resolution efforts in a timely manner - Troubleshoot, resolve, and escalate critical production issues, ensuring timely resolution within service level objectives
- Perform root cause analysis, lesson learnt on issues and collaborate with internal teams to implement long-term fixes
- Lead the triage of production incidents, driving resolution and ensuring customer satisfaction
- Lead and manage planned maintenance activities such as product release updates, resilience testing exercises
- Stay current with product updates and patches, gaining certifications on COTS products to maintain expertise in relevant technologies
- Participate in bug fixing as part of professional development, enhancing technical skills and contributing to product stability
- Collaborate with build team to apply fixes and enhancements to the production environment while ensuring minimal disruption
- Maintain in-depth knowledge and expertise in relevant COTS products and how they are integrated into the production environment
- Lead efforts to implement product upgrades, patches, and new features in alignment with company and industry standards
- Work closely with vendors technical services and internal build teams to resolve product-related issues and ensure optimal configuration
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Synapxe is actively hiring for this Manager - IT Production Support (NGEMR) position
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