Support manager - ( Internal Applications) - Hyderabad

Company : Amazon

location :  Hyderabad

Introduction:



Support engineering is responsible for day to day management of all production related tasks and provide support for Amazon internal applications. Primary tasks include: troubleshoot, debug, evaluate, and resolve software issues (e.g. Ordering Systems, fulfillment center systems, transportation software, internal dev tools).



In this role, the manager is expected to lead a team of support engineers to resolve tickets – escalate when necessary. The team works in three shifts in a 24x7 environment, including weekends. Primary tasks also include, planning shift rotations for staff, SLA management for trouble tickets, weekly operational metrics preparation, manage deployments in production environment, prioritizing tasks for the team, manage relationships with internal customers (service owners), serve as technical expert in guiding the team on operational issues, conducting performance reviews, coaching and mentoring team members.





Key Responsibilities:



As a manager you would be accountable for delivering 7 x 24 x 365 operational support for Amazon internal applications Ensure resolution of application issues within agreed SLA timeframes Assist in troubleshooting, resolving and reporting on application issues while managing operational support.

Manage daily shift operations including, scheduling and monitoring shift rotations, design shift patterns.

Plan, coordinate and manage staff activities related to operational support Provide leadership, coaching and mentoring for support engineers Create career-path opportunities for staff Provide leadership for ongoing process improvement – develop maintain required operational procedures Oversee deployments and changes to production applications Provide ongoing operational support - metrics, monitoring, analyzing system disruptions





Candidates must have:



* A technical background (BS/MS/BE/B.Tech in Computer Science, Computer Engineering, or related discipline/experience).
* 6-10 Yrs experience overall in relevant field.
* The ideal candidate must have experience in managing large scale e-Commerce applications in Unix Strong hands-on experience in UNIX, Shell or Perl scripting.
* Must have the ability to manage and coordinate multiple projects with a proven track record of successful leadership
* Must have strong interpersonal skills and excellent communication skills
* Ability to continually learn new technologies, work and multi-task in an interactive environment
* Should have experience working in a production support environment facilitating activities with teams in US Flexible work schedule to support 7x24 environment





We are looking at 9 plus years of experience and 3+ years of management experience. No job jumpers please

How to Apply
1. If u have received a mail from me ...reply to that mail with your CTC details

Else

2. Send in your resume to leelakrishna@crest.in with 'Support manager" as the subject  ...Include CTC details in your mail

Application Support - Production engineer- Microsoft Corp

Company : Microsoft Corporation

Location : Hyderabad

Are you ready to join the Engineering Delivery Integration group as a Senior Lead Production Engineer?  Would you like to contribute to the building and managing of world class services supporting Xbox 360, Zune, Microsoft Games, and all other Microsoft products sold at retail?  Join Microsoft Entertainment and Devices and make the Digital Entertainment Lifestyle a Reality!

As a member of the E&D Information Systems team, you’ll drive the supportability and manageability of our applications, guiding the product team through the release and deployment phase and help ensure the readiness of our Production Support team. You will interact with program and solutions management, development, and test to ensure we deliver quality applications that meet our customer requirements. You’ll play a key role throughout the product development cycle, collaborating on designs, features, and driving quality requirements and ensuring the product is ready for a high-availability production environment. You’ll design, develop and own appropriate monitoring solutions and provide Tier 3 Production Support.  You will provide leadership and direction to junior Production Engineering team members and vendor staff.

Core job responsibilities:

  Facilitate and coordinate release management process driving increased Release agility, quality, and supportability.

  Deliver on key SLA’s and availability metrics.

  Provide Subject Matter Expertise for production and UAT environments and application(s). 

  Lead or participate in individual, team or cross team projects that enhance the quality or efficiency of support. 

  Troubleshoot issues independently and collaborate with project teams directly without guidance from others. 

  Improve organizational learning through accurate recording of problem management data and trend analysis.

  Reduce the number and business impact of incidents, problems, and known errors as problem management resolves and eliminates the root causes of incidents.

  Deliver and drive continuous improvement of the ITIL/MOF disciplines including Release, Change, and Problem management.

  Provide clear and effective project status reporting on a periodic basis to systems team stakeholders (and clients).

Basic (Minimum) Qualifications:

5+ years of IIS, ASP .NET and SQL Server application support-related experience in a production environment

SQL Server, OLAP experience and competency

T-SQL stored procedure development, analysis, and troubleshooting, performance and tuning

Advanced knowledge of Windows 2003 / 2008 server and IIS

BS in Computer Science, Information Systems, Engineering or related field (or equivalent additional industry experience.)

Preferred Qualifications:

Experience with performance tuning, failover technologies and strategies

SQL Administration including performance tuning and data analysis

Database implementation, DB internals

MCSE, MCDBA ,MCPITDBA or equivalent work experience/training.

In-depth knowledge of Microsoft technology and software including Windows, IIS, SQL, ASP/ASP .NET, BizTalk.

Experience working in a 24X7 environment.

1 -2 years experience with Digital Asset Management technologies

1 -2 years experience with Adobe In-Design Server

In-Depth knowledge of FTP

Knowledge of software lifecycle methodology and Microsoft Operations Framework (MOF).

A passion for customer support.