Production Support Senior Program Manager

About the Position

We are seeking a Production Support Senior Program Manager to manage incident backlog and resolution tickets for our enterprise-level organization. The role is based in Sarajevo (Hybrid), or remote within Bosnia and Herzegovina.

Responsibilities

• Analysis of Incident Tickets: Identify impacted systems and analyze tickets for relevant systems.
• Issue Resolution: Work with the team to resolve issues at L2 level, create defect tickets, and coordinate E2E resolution.
• Stakeholder Coordination: Communicate with client stakeholders, prioritize incidents, and escalate tickets to L3 support.
• Reporting: Provide daily, weekly, and monthly reports, including Monthly Business Reviews and Weekly System Reviews.
• Development Participation: Represent Applications Operations Services in development and architecture meetings.
• Knowledge Artifacts: Create knowledge artifacts and standard operating procedures for all issues.
• Service Improvement: Deliver high service levels and contribute to service improvement.

Requirements

• Minimum 3 years of experience in the Software development industry.
• Minimum 2 years working in Production Support as a Program Manager.
• At least 2 years of experience with SDLC, branching, production release planning, and understanding of complex systems architecture.
• At least 2 years of experience managing teams supporting Application Support, triage activities, and minor enhancements.
• 2 years of experience working in environments with.NET Core, AngularJS, and REST.
• Strong Analytical skills, coupled with strong verbal and written communication skills.
• Ability to work in a diverse/multiple stakeholder environment with excellent stakeholder management skills.
• Flexible and adaptable.
• Experience and desire to work in a Global delivery environment, with a possible experience in leading and managing multiple, local and remote, cross-functional teams (Dev and QA).

Nice to Have

• Strong self-organization skills.
• Global IT Delivery domain experience.
• Knowledge of TFS/JIRA and working knowledge of JQL.
• Release and deployment methodologies.
• Working with RDMS like SQL Server.
• Producing documentation.
• Establishing and enforcing processes.
• Multitasking and prioritizing.

We Offer

• Cutting-edge technologies and a modern environment.
• Opportunity to work with top professionals in the field.
• Great culture and environment.
• Competitive remuneration package. We reward excellence.
• Referral bonus.
• Career growth.
• Collaborative learning environment.
• Mentorship programs.
• Professional training.

About the Company

Authority Partners is a leading global IT services company with over 28 years of experience, serving clients within the financial, healthcare, insurance, mortgage, and technology sectors among many others. We are committed to building relationships with IT professionals who possess integrity, dedication, teamwork, and the desire to learn and grow with us. We specialize in placement for long-term contract and permanent opportunities and helping our consultants achieve their career success.

Authority Partners is an equal opportunity employer and is committed to providing a workplace that is free from all types of discrimination, as well as from abusive or offensive behavior and harassment.