Senior Programme Manager
Core
Leading problem-solving operations and managing a team responsible for troubleshooting, escalation, and resolution of production issues across a suite of supported applications.
Role type
Senior Programme Manager (Production Support)
Builds
Production support operations, Minor Enhancements, and Factory projects for Telco clients
Domain
Telco / Application Operations
Required skills
Incident management, problem resolution, SLA adherence, root cause analysis, capacity planning, budgeting, resource management, change management, team leadership, stakeholder communication
Preferred skills
None stated
Technologies
None stated
Responsibilities
Lead problem-solving and manage team operations for production issue resolution; Develop Minor Enhancements and Factory projects; Optimize production support processes and ensure SLA compliance; Develop team skills and build a balanced support team; Ensure Incident Management and Problem Resolution SLAs are met; Guide development of projects, Root Cause Analysis, and Preventative Maintenance; Establish best practices for ticket handling and troubleshooting; Develop capacity models and projections; Provide accurate operational metrics; Manage resources for infrastructure services; Influence senior customers through change management; Take responsibility for budgeting, estimating, and planning.
Seniority
Senior, hands-on IC
