At Cloudely, we work with a single mission: Transform the way clients experience Product & Implementation, Development, and Support.

Growth is a journey and never a destination. We are constantly thriving to grow in gaining the trust of clients globally in offering services across Salesforce, Oracle, Robotic Process Automation, DevOps, Web, and Mobile Programming to name a few. And we are just getting started!

We have fabulous opportunities for you to grow along with us! 

At Cloudely, you will get what you are looking for: the scope to learn, prove and grow. We are now actively seeking success-hungry candidates who want to grow in the domain of Production.

Role: Production Support Manager

Skills required:
• 15+ years on Industry experience with at least 5 years in managing Production support team
• Has hands on experience in .NET technology stack and can mange other latest ones like Angular,
ReactJS etc.
• Has experience in customer stakeholder management as well internal for delivering successfully
• Have managed a team of 20+ members across different applications and or technologies
• Has experience in various tools used for tickets management – like Zoho, ServiceNow, Remedy etc.
• Has thorough understanding of end to support processes and conform to contract terms & SLAs
• Has experience in managing L2 & L3 support, during office hours as well on-call support
• Experience in tracking various metrics – in flow, closure rate, ageing analysis, SLA compliance etc.
• Understands customer sensitivity and quick to react / respond on critical / high priority tickets and
track to closure
• Has implemented best practices, SOPs, automations to manage repeated requests / tickets and
manage them effectively
• Is flexible, adept and willingness to grow the organization bigger with new initiatives & innovations
• Very good interpersonal skills to work with peers, leaders and bring the best out of their team

Roles & Responsibilities:
• Head the Production Support unit catering to multiple accounts and applications, technologies.
• Manage the L1, L2 & L3 support as per contractual and SLA agreements on quality and turnaround
time
• Be on top of various metrics that caters to stability & quality of applications and present to
Customer & Senior management
• Review efforts against contractual agreements and manage the utilization and advise billing.
• Identify areas of problems that can be anticipated and prepare SOP(System Operating Procedure)
and KB (Knowledge Base) to resolve issue quickly
• Identify areas of repeated problems, do RCA and implement permanent fixes, automate any
repeated requests
• Ensure compliance on agreed processes, from ticket creation to closure on specified tools,
coordinate with process group when required.
• Provide guidance to development team on the process, agreed obligations including standards,
procedures, techniques, etc.
• Develop and/or arrange training programs to address the identified gap areas or for future
requirements
• Goal setting, team motivation and conduct appraisals for the leads / seniors in the team
• Define & implement process improvements and provide a wow customer experience
• Strategize and build roadmap for the growth of Production Support organizations
• Work with Sales team for new opportunities on offering Production Support to existing / new
customers
• Work with Delivery team to understand projects going live and transition to Production support as
per contract

The way to your dream job and organization is just a click away. Share your resume at [email protected]. To know more about us, please visit www.cloudely.com.