Production Support Manager

Profile

SUMMARY:
Responsible for providing production support and technical consulting for Operation Center products and services. The Operations Center provides application systems, data services, and connectivity services for the Federal Program Responsible for technical management of tier 2 production support team, 24/7 on-call support, and production transition processes. In addition, the incumbent will lead a technical consulting team that supports, plans adopt Operations Center product and services. Incumbent must have experience in leading production support teams in a multi-platform production environment, establishing standard operating procedures, defining management controls, and supporting internal and external customers. Position requires the ability to mentor highly skilled technical professionals and be able to lead process improvement initiatives. Participates in planning exercises with senior management and must be able to develop multi-year plans to manage the growing inventory of products and services.
The incumbent prepares annual resource and budget plans for up to 15 associates and contractors. Resource management responsibilities require balancing production support, technical consulting, and participation in project and release reviews.
PRINCIPAL ACCOUNTABILITIES:
Under the general supervision of a Senior Director the manager*****s accountabilities include, but are not limited to, the following:
Manages day-to-day production support activities for mission critical systems. Accountable for meeting service levels for system availability and performance. The incumbent manages production support activities associated with multi-platform integration of legacy applications with new technologies and outside vendors. The technologies supported include mainframe COBOL, CICS, Java, J2EE, Web Services, DB2 and IBM MQ. Provides governance over system changes that will introduce new or modified applications to the production environment to ensure the application is ****production ready***? and adequately transitioned to support team. Manages staffing requirements within the team to ensure that each is consistent and adequate to meet the division*****s strategic objectives. Ensures that all production application processing executes effectively in order to meet the day-to-day needs of the business on a 24x7 basis. Plans, coordinates, and supervises activities related to maintaining and supporting production-mode applications that utilize a broad range of technologies and platforms. Oversees the activities of outside contractors engaged in production support activities.
Manages the baseline budget for their organization and justifies any variances from budget. Evaluates performance of each team member, generates development plans and sets goals within the context of the corporate policy. Must also motivate, coach, counsel and develop team members within the context of the corporate policies and manages the team*****s budget. Ensures that staff has appropriate tools and training.
Has direct interaction and communication with customers and strategic partners to provide technical consulting for the adoption ofOperations Center products and services, manage production problems, and establish service level requirements (SLRs). Plans and monitors customer product adoption activities, monitors and tracks progress, and perform capacity planning. Monitors, tracks, and reports on incentive and non-incentive SLRs. Communicates with Directors, Vice Presidents and other Corporate management to plan and implement Division Strategic Objectives. The manager also communicates with other IT and client personnel as well as vendors, consultants, auditors, other), the Director*****s Office and the Office of Personnel Management (OPM).
Establishes and enforces production controls and continuous process improvement practices through the use of concepts such as segregation of duties, knowledge management, root-cause-analysis, and performance metrics. Stays current on recent developments in technical architecture and design, development methodologies, technology product integration and industry best practices to continue to evolve the organization*****s production management effectiveness.
QUALIFICATION REQUIREMENTS:
Required
: This position requires a bachelor*****s degree with a minimum of eight years of IT or business/systems background, OR equivalent work experience. Experience leading large production support teams supporting mission critical applications. Proven ability to budget, organize and manage teams. Must be able to set priorities and multi-task between many simultaneous day-to-day production and maintenance related activities, technical consulting, and continuous improvement initiatives. Must be able to coach, develop, and motivate associates. At least 5 years of management experience, including proven expertise in production management and multi-team leadership. Experience in supporting a broad range of technologies and application
platforms. Experience leading system development teams a real plus.
The key core technologies and the associated technical skills are listed below.
Core Technologies:
WebSphere Application Server
PEGA Rules Process Commander (PRPC) and Workflow
DataPower Enterprise Service Bus
IBM MQ
Technical Skills:
J2EE ***** JSP, EJB, MDB, DAO, JDO, SDO, JDBC
SOA ***** Java Web Services and Tibco Web Services, SOAP, WSDL, WS-*
Java Frameworks ***** Struts and Spring
JavaScript
Scripting ***** Jython, Perl, Ant
Databases ***** Oracle, DB2 UDB, SQLServer
COBOL
CICS
JCL
Abilities/Skills
: Prior experience with technologies or systems related to the department*****s core activities. Must have extensive experiences with specific functionaries such as production support, technical consulting, customer service, people management. Must have excellent written and verbal communication, interpersonal and analytical, and problem-solving skills. Must have the ability to negotiate and manage customer relationships and expectations. Experience with large-scale systems implementation projects, preferably in all phases of the systems development life cycle. Experience in collaborative team leadership.
Preferred
: Broad knowledge of healthcare business, system, and operational processes. Experience with both mainframe batch and real-time web applications. Experience integrating legacy mainframe applications, web services, and rules engine technology is a plus.


Department:
Production Support & Technology
Randstad Technologies is an EOE-M/F/V/D and is a wholly owned subsidiary of Randstad Holding nv, a $22.5 billion global provider of HR services and the second largest staffing organization in the world.
Randstad Technologies
Vienna, VA 22182
****
Web: ****

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