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Software Operations Lead

Date Posted: 01-03-2023
Salary: 10 - 18 LPA
Apcell infotech Pvt. Ltd.
Gurugram
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Job Description

As a member of the Platform Operations team, you'll work to streamline operations between Product and Engineering, while also developing processes to drive customer satisfaction. You will collaborate closely with Product Management, Design, Operations, Compliance, Engineering, and Customer Experience teams to help support the key aspects of the product development process and cross-team success.

Job Responsibilities

  • Provide oversight to deliver on strategic engagements and product deliverables, ensuring the product team delivers against its commitments with the highest quality in a timely fashion.
  • Drive regular meetings between Product, Engineering, Operations, Infrastructure teams.
  • Manage multiple strategic cross-functional initiatives that could include, but are not limited to, product release alignment, requirements, product build, training, etc.
  • Proactively raise prioritization and scheduling tradeoff decisions and monitor technology costs/spend rates.
  • Lead the discovery, analysis, and provision of key business data that helps product managers make better-informed decisions.
  • Work with operations teams to collect, prioritize and communicate product-related challenges to be considered by product and engineering in future development.
  • Track metrics that speak to the health of the platform and represent those metrics to the broader team.
  • Administer the tools (for road mapping, prototyping, communication, etc.) the product team uses.
  • Manage daily operations of platform consisting of Developers, System Engineers, Quality Engineers and Release Engineers
  • Oversee Tier 3 and beyond support of platform.
  • Management oversight of all environment setups and support through release cycles.
  • Schedule and assign tickets/tasks to team members, establishing and monitoring goals and objectives.
  • Analyze, create, and maintain policies and data from systems and technologies to ensure effective and efficient use.
  • Primary management point of contact for business for issue management.
  • Coordinate IT staff for environment escalations, issues and outages.
  • Ensure enforcement of state and agency applications development methodologies, standards, guidelines, procedures, best practices, policies, rules, and regulations; makes recommendations for enhancements as appropriate to same.
  • Collaborate with other areas of IT, system owners, and other stakeholders in testing new/modified software releases, ensures resolution of errors, when applicable.
  • Oversee and monitor the quality of services provided, service schedules, performance and timeliness of delivery of functional area service request commitments, while identifying and mitigating potential risks and establishing goals and objectives.
  • Responsible for the supervision, acquisition, training and development, and performance management of the team.
  • Maintains knowledge of changing technology and provides recommendations for appropriate and timely adaptation of new technologies.
  • Perform needs assessments, develops and coordinate guidelines.
  • Plan, assign, monitor and audit the work of others.

Day-Day activities

  • Organization-wide communication - Develop and execute on communication plans for the stakeholders –
    • Create informational and concise emails, documents, and presentations
    • Directly responsible for support delivery
    • Build and maintain the platform’s Wiki page/Confluence site
  • Run recurring strategic and operational meetings, such as weekly staff, monthly all-managers to ensure shared context, awareness, alignment
    • Assemble and make the agenda available before the meeting begins
    • Collect and prepare content
    • Capture notes and action items
    • Ensure actions are tracked and executed
    • Track progress on meeting hiring goals
    • Ensure team is communicating with clarity and transparency

Qualifications

  • Knowledge and practical application of modern Operations, Service Delivery techniques and processes. Certification is a plus.
  • Strategic thinker and problem solver; skilled at influencing without authority and supporting a large, cross-functional stakeholder group.
  • Strong leadership, facilitation, negotiation, change management, and mentoring skills are a must.
  • Expert relationship management skills with outstanding communication and presentation capabilities, including with executives, product managers and technical stakeholders.
  • Highly skilled at organization and planning, and can adapt quickly to changing priorities, assignments, and roles.
  • Experience in driving, measuring, and improving processes and performance.
  • Experience with industry standard tools (Azure Dev Ops, Jira Cloud, Jira Align, Confluence, Excel, PowerPoint, and SharePoint).

Other requirements

  • Work in US day shift (covering 8 PM IST and 5 AM IST)

About Client

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