Senior Manager

About Exela

Exela Technologies, Inc. (“Exela”) is a global business process automation ("BPA") leader combining industry-leading enterprise software and services with decades of experience. Our BPA suite of solutions are deployed across banking, healthcare, insurance and other industries to support mission critical environments. Exela is a leader in workflow automation, attended and un-attended cognitive automation, digital mail rooms, print communications, and payment processing with deployments across the globe. Exela partners with customers to improve user experience and quality through operational efficiency. Exela serves over 3,700 customers across more than 50 countries, through a secure, cloud- enabled global delivery modeler are 18,000 employees strong across the Americas, European Asia. Our clientelist includes 60% of the Fortune® 100, along with many of the world's largest retail chains, banks, law firms, healthcare insurance payers and providers and telecom companies.

Role: Senior Manager

Employment Type: Full Time, Permanent

Role Category: .NET and MS SQL

Certification : "ITIL " (Mandatory)

Job Description

Key Responsibilities.

• 10-14 years experience in Production Support (L1/L2). Development experience is a plus
• Application Incident Management, Problem Management, Change Management
• Should have sound knowledge on MS SQL and .Net.
• Should have sound knowledge on Windows Server
• Should have done ITIL Certification
• Analyze trends based on key issues highlighted in the report.
• Apply negotiation styles accordingly when managing stakeholders.
• Classify change requests according to business guidelines and service-level agreements.
• Communicate proposed work plans to the senior management and application support team.
• Communicate the application support policies, procedures and SLA to the relevant parties.
• Conduct feedback session with client groups.
• Confirm Service Level Agreements (SLA) with users, which includes the level of application support maintenance.
• Create documentation of the support services to be delivered based on each application’s functionality.
• Define action and work plans to address the issues.
• Define criteria and procedures for services development, implementation, testing and acceptance with the service provider.
• Determine the scope of support services based on organisation and users’ requirements.
• Develop and implement a checklist for managing service delivery.
• Evaluate the costs and benefits of implementing changes against the current system.
• Formulate a problem solving and decision-making approach to handle issues for a given project.
• Generate the report based on the report specification document.
• Identify and define appropriate data sources, tools and techniques for extracting application support data.
• Lead and oversee the development level of each team member.
• Monitor and review service levels.
• Negotiate with service provider on the cost and scope of changes.
• Schedule change analysis in accordance with business down periods and periods of business-critical activities