Sr. Director - Production Support Services
A+E Networks
New York, NYThis was removed by the employer on 6/16/2015 7:37:00 AM PST
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Full Time Job
he Senior Director of Production Support Services will work alongside an agile development team (PPAS) and technology operations (TOPS) team for production support services and operations, as well as the PMO for enterprise projects; with specific responsibility and oversight for Database Systems Management and Quality Assurance teams. Classify issues as infrastructure, application, provider or end user error and coordinate corrective action with appropriate team members. Manage production application changes, coordinate with technology operations and application development teams. Interfaces with senior management, peers, subordinate staff, and vendors to accomplish goals. Also responsible for the team that provides strategic direction and leadership in the research, evaluation, automation, design and engineering of software distribution.
Production Support Services is responsible for running the day-to-day operations of the application platform and services. Work activities specific to Production Support Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Application Development Support, Change/Configuration Management, etc. Also, responsible for troubleshooting customer facing product issues, working closely with Application Owners, Engineering, and Technology Operations teams. Support on-call support of 24×7 production applications escalation. Collect and report data to manage key operational metrics.
Create and enhance administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform troubleshooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software. Works in a concerted effort with application development to resolve complex issues. Consults with clients to determine optimal configuration of equipment and applications. Provides oversight and collaboration of technology products and service alternatives that improve the production services environment.
Production Support Services:
•Accountable for overall management of the 3 distinct teams (Database Systems Management, Quality Assurance, & Production Engineering) dedicated to improving the production environment and providing a myriad of solutions and support to the global organization.
•Provide leadership for developing, implementing, and maintaining departmental policies and procedures.
•Handle difficult or escalated production issues with diplomacy and tact, ensuring issues are resolved and communicated in a timely manner.
•Identify, distribute, and manage inbound service request process to defined SLAs.
•Identify and prioritize production problems and establish partnerships with other Enterprise IT teams.
•Participate in solutions including development, engineering, technology operations, database administration, and quality assurance in order to align priorities and deliver as a coordinated team.
•Track, monitor, and report production environment status and progress to senior management.
•Facilitate the growth of distributed packaging and scheduling within A E; collaborate with other IT groups to ensure that the Network, Desktop, and Server domains are aligned with the strategy.
•Lead transformation initiatives focused on improving production support and simplifying the way we do business.
•Ensure technical and corporate compliance with the enterprise-wide software distribution and licensing.
•Responsible for documenting end to end processes for software distribution and scheduled methodologies.
•Manage the 24x7 support functions for all production systems and applications to include Change Management.
•Develop relationships that promote trust and increase efficiency and effectiveness; balance individual customer needs with business priorities assuring alignment with the business strategies and objectives.
•Support proactive measurement and monitoring of application capacities and performance, to enable unhindered business scaling and application uptime.
Quality Assurance and Testing Management
•Direct and control the activities of one or more functional areas within QA.
•Build and lead a team of contractors and staff, ensuring appropriate staffing levels and skillset alignment to support the business and QA technology objectives.
•Plan, coordinate, and direct activities designed to ensure quality assurance of software products consistent with established standards.
•Evaluate and enhance SQA strategies, standards, technologies, processes, and metrics.
•Define the roadmap for continuous evolution of Quality Assurance practices.
•Drive and implement change, continuous improvement, and automation to test procedures.
•Utilize enterprise and industry/market trends, best practices, and regular benchmarking exercises to perfect quality assurance and testing deliverables.
•Define test methodologies and automation framework to provide high-test coverage.
•Participate in architectural and product planning activities.
•Analyze test data and provide feedback for making process improvements and lessen product defects.
Database Systems Management Oversight:
•Manage the Database Systems Management and Administration team and provide support, guidance, and input to the development and maintenance of tools associated with the management of data content, database administration, and database resources.
•Guide, direct, recommend, and train internal and external groups in best practices for the sourcing and maintenance of data.
•Work with Senior Management on approaches necessary to more effectively communicate with our data content sources and drive improvements in obtaining content from these sources.
•Responsible for the standards and processes of content sourcing, which will also have accountability and/or responsibility for the actual import, input, export, and physical processes involved in managing the data.
•Manage and respond to data content/data management issues with related groups such as database management, product development, applications development, sales, marketing, client services, and A E senior management.
Leadership and Project Management:
•Set department vision and direction in coordination with Sr. Leadership; motivate and manage staff to achieve results.
•Assist in the creation and documentation of the interaction and accountabilities of this role and that of database services, quality assurance, production support and engineering.
•Provide effective communication regarding issues, objectives, initiatives and performance to plan.
•Work with Project Managers, Development Managers, and Product Managers to create project schedules and resource allocation models for production support services and other related activities.
•Responsible for delegating tasks to project teams, as well as, ensuring completed projects meet customer expectations.
•Assist with the creation of improved governance processes relating to production support.
•Accountable for maintaining healthy relationships with the various product teams and/or vendors to help
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