Manager - RITES (Remote IT Enabled Services)

Company DescriptionSourceHOV (Exela Technologies) Technologies is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of experience operating mission-critical processes, SourceHOV (Exela Technologies) serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. Utilizing foundational technologies spanning information management, workflow automation, and integrated communications, SourceHOV (Exela Technologies)'s software and services include multi-industry, departmental solution suites addressing finance and accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and the public sector. Through cloud-enabled platforms, built on a configurable stack of automation modules, and approximately 15,000 employees operating in 21 countries, SourceHOV (Exela Technologies) rapidly deploys integrated technology and operations as an end-to-end digital journey partner. About the Role We are seeking a visionary and accomplished Technology Head (Role) to lead and inspire our technology team. You will be responsible for driving innovation and excellence across all aspects of technology, including product development, customer project delivery, and technical support. As a member of the executive leadership team, you will play a key role in shaping our strategic direction and ensuring its successful execution.Key Responsibilities:Should have sound knowledge on MS SQL and .Net.Should have sound knowledge on Windows ServerShould have managed a team size of 10 to 12.Should be available to provide support 24 x 7.Should have worked in any of the Production Support environment.Should have done ITIL CertificationJob Description:We are seeking an experienced Production Support Tech Lead with a strong background in.NET technologies. The Production Support Lead will be responsible for overseeing a team of production support engineers. This role requires technical proficiency in support processes (.NET, SQL, and Angular JS, excellent leadership skills, and a proactive approach to problem-solving.Analyze trends based on key issues highlighted in the report.Apply negotiation styles accordingly when managing stakeholders.Classify change requests according to business guidelines and service-level agreements.Communicate proposed work plans to the senior management and application support team.Communicate the application support policies, procedures and SLA to the relevant parties.Conduct feedback session with client groups.Confirm Service Level Agreements (SLA) with users, which includes the level of application support maintenance.Create documentation of the support services to be delivered based on each application's functionality.Define action and work plans to address the issues.Define criteria and procedures for services development, implementation, testing and acceptance with the service provider.Determine the scope of support services based on organization and users' requirements.Develop and implement a checklist for managing service delivery.Evaluate the costs and benefits of implementing changes against the current system.Formulate a problem solving and decision-making approach to handle issues for a given project.Generate the report based on the report specification document.Identify and define appropriate data sources, tools and techniques for extracting application support data.Lead and oversee the development level of each team member.Monitor and review service levels.Negotiate with service provider on the cost and scope of changes.Schedule change analysis in accordance with business down periods and periods of business-critical activitiesPeople management for seamless execution of 24/7 technical support project with proper shift allocation to various resources and ensure efficient resource management. Personal Attributes:Communicate effectively with colleagues and clients.Good team player.Quality focused.Flexible, "can do" attitude.Proactive and responsible in areas of expertise.Proactive with respect to personal development. PRB