- Primary escalation point for ongoing product support and maintenance as well as management of project and personnel related issues.
- Manage the triage process of production incidents, including defect replication, technical assessment, Business Impact Analysis and Cost Benefit Analysis, Prioritization, Root Cause analysis and workflow management to drive incidents to conclusion with agreed upon Service Level Agreements.
- Contribute to resolution database and best practices for issue resolution.
- Liaison with the Production and Maintenance Release teams to collaborate and co-ordinate non-code related incidents & enhancements.
- Generate periodic reports to communicate to leadership and other functional groups.
- Coordinate and manage analysis activities across multiple products and projects.
- Manage project analysis personnel engaged in solution related project activities.
- Conduct feasibility studies, business case development, market place and build vs. buy analyses.
- Effectively operate and manage in an onsite/offshore operating model.
- Leverage past experience and strong communication skills to collaborate effectively with all stakeholders including clients , senior management, IT staff, and operations.
- Create and execute industry best practices within area of responsibility.
- Monitor operational forecast and budget for area of responsibility and manage expenses to budget goals.
- Ensure tight collaboration for problem resolution for enterprise system applications and training needs.
- Solicit constructive input from and build consensus among groups and constituencies with differing priorities and perspectives.
- Minimize schedule and technical risk by foreseeing and addressing obstacles proactively and aggressively.
- Responsibility to identify and resolve critical technical support issues on a timely manner, which if left unresolved might have a negative impact on the Firm's use of the associated applications.
- Participate in the recruitment and selection of a talented team of professionals.
- Manage and report staffing, resource allocation, goal setting and measurements.
- Effectively cultivate a culture of teamwork and innovation among the staff.
- Manage project/resource estimation activities
Thanks & Regards,
Bhanu
Executive - Intellectual Capital Development
Caresoft Inc. 220 Lincoln Blvd Suite 300 Middlesex NJ 08846 URL : http://www.caresoftinc.com/
Phone -732-514-7714,732-533-2025, Fax : 732-875-0595 eMail: bhanu.pandey@caresoftinc.com
USA | CANADA | MEXICO | CARIBBEAN | INDIA
*Among fastest 50 growing NJ Tech Companies 5 consecutive years - Deloitte & Touche
*Nominated for Fortune List of - 100 Best SM Companies to work for - Great Places to Work Institute / Fortune
*Oracle Gold Partner, Microsoft Gold Partner, IBM Business Partner, SUN iForce Partner
*Featured among Top 100 Outsourcing Vendors in "Black Book of Outsourcing" By Outsourcing Management Institute.
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