Manager
IQVIA
Total years of experience :23 years, 3 Months
Providing end to end product support
Managing and coaching a high performing application support team in 24x7 environments.
Identifying regular tasks which can be automated thereby optimizing the efforts spent by the team so that the team can do other tasks which required high level of decision making.
Simplifying and Optimizing tasks before automating it
Managing, maintaining and applying fixes to applications and software to ensure appropriate support and service level standards are met.
Adopting agile methodologies
Undertake and lead production stability initiatives to stabilize environments
Working on unusually complex cross-functional and cross-organizational problems
Interact with prod ops/devops for deployment management.
Prioritize issues raised and resolve it accordingly by coordinating with product development and implementation teams.
Own the service(s) support end-to-end and doing all the right things to support service customers
Managing team consisting of team lead(s); tech-lead and support analysts and engineers.
Ensuring strategic plan/ business plan addresses current customer needs/ priorities to improve services delivered to the customer
Ensure time and resources are provided for people to explore new ideas/ ways of working/ continual improvement that benefits the customer
Ensuring that the team understands the customer strategic drivers and how their deliverables help the customer to achieve their priorities.
Developing trusted relationships as a partner and build personal and team credibility with key stakeholders by communicating, engaging widely and demonstrating innovation.
Provide timely and regular feedback to the team for course correction
Cross train the resources to ensure that the next lines of backups are built.
Creating processes to monitor risks and resolve issues.
Build a satisfied customer base by timely handling of escalations and proactive actions
Ensure applications are fully compliant by reviewing processes and security compliance as mandated by standards.
Ensure availability of applications as per agreed SLAs
Achieve a more productive support environment by encouraging frequent process evaluation, suggesting and implementing solutions which will enhance application efficiency.
Fulfill business continuity requirements by driving and implementing disaster recovery exercises.
Responsible for timely escalation of issues that need attention from other stakeholders.
Ensuring that all audit and compliance related activities are completed within the agreed timeframe
Facilitate interaction with the development teams to ensure healthy relationships are developed
Ensuring that the training programs essential for the team from a support point of view are completed on time
Creating an environment which motivates the team to deliver the best and focus on continuous improvement
Providing inputs to dash board & reports as requested from time to time
Providing operational performance statistics reporting, and carry out Incident/ problem resolution activities.
Worked closely with business users of organization to understand the
requirement to automate Payroll system.
• Coordinates with user departments for scheduling, problem resolution,
documentation.
• Formulated and designed computer systems using data modelling,
information engineering and structured analysis.
• Analysed system vulnerabilities and collaborated with IT and business teams
to eliminate vulnerabilities in support of internal and external audits.
• Coordinated installation of updated computer programs and systems.