Contact Center Apps Support Manager

Hyderabad, Telangana, India
Software and Services

Summary

Posted: 13 Nov 2018
Role Number: 200012044
Apple’s Information Systems & Technology has an immediate opening for a project manager in AppleCare Application Production Support (APS) Team. APS supports and maintains several global, mission critical production systems. These applications span across multiple technologies in CRM, Call Center/Telephony and a host of Third-party & Custom applications on various platforms. The APS team is responsible for day-to-day user support of applications, incident & problem management, system maintenance, system performance management, bug fixes, migration of fixes across environments, and coordination with various stakeholders for all production support activities. This role will be responsible for overseeing and reviewing the work performed by APS teams located in India which includes, but is not limited to, monitoring support quality, ensuring process adherence, identifying technical/functional improvement areas for teams and/or individuals for effective support, identifying automation opportunities and driving such efforts. This position will also interface significantly with Helpdesk, System Engineers, Network Engineers and DBAs on a regular basis. We are currently looking for a highly motivated, technically savvy, Project Manager who has excellent written and verbal communications skills, knowledge of and experience with incident and problem management, and PMI-certified project management skills to join our team. This is an extremely fast-paced and highly demanding environment. If you have what it takes, we would like to talk to you.

Key Qualifications

  • 10+ years of overall experience working on multiple IT platforms
  • Experience in contact center engineering and related technologies: Genesys, SIP environments, IVR, Call routing, Avaya, real time and historical reporting and WAN/LAN connectivity
  • Excellent technical troubleshooting skills, analytic approach to technical problems
  • Able to brainstorm and communicate technology ideas and issues with technical peers and non-technical business partners
  • 5 or more years of work experience in contact center operations field
  • Experience in designing and developing contact center tools
  • Experience with Genesys SIP voice solutions
  • Strong verbal and written communication skills
  • Experience in designing and improving support processes in large IT organizations
  • Exposure to ServiceNow for incident and problem management is a plus
  • Exposure to Helpdesk processes is a plus
  • Should have significant experience with developing or supporting enterprise applications from end-to-end. Experience in a few of the below technologies is a must
  • Contact Center Solutions, Genesys Routing, SIP etc
  • Unix, Linux, JavaScript, Python, Perl
  • Java, J2EE, Scala, Kafka
  • Exposure to Oracle Database, PL/SQL, CouchDB, MongoDB,
  • Exposure to JBoss, Tomcat, Jive, Ansible

Description

* Provide oversight to offshore teams supporting multiple production applications. * Manage and measure quality and process adherence of support teams in India. * Institutionalize best practices for support operations at offshore. * Review and manage response time and resolution time SLAs for offshore activities. * Drive productivity improvements and measurement * Drive root cause resolution of all production issues * Drive automation of various manual tasks in day-to-day support * Manage resource transitions and skill-set assessment * Proactively manage significant system events, product launches and transaction growth * Manage/review support transition to offshore team for new project releases * Provide subject matter expertise, guidance and direction to team members * Manage production systems crisis and communication * Support in conducting critical issue postmortem (follow up) meetings where offshore is engaged * Manage validations and cutover of key infrastructure upgrade activities * The job will require periodic travel to support teams locations based in India.

Education & Experience

B.E/B. Tech. degree or higher in a related field

Additional Requirements