Program Manager

Production Support Technical Program ManagerLocation: Boston, MAModel: OnsiteYears of Experience: 10 - 15 YearsJob Summary: We are seeking an experienced Production Support Technical Program Manager with a strong background in software development and customer facing roles. The ideal candidate will have extensive experience in managing application support, particularly in a 2nd line capacity, and will be proficient in Java,.Net, Mainframe, and various database technologies. This role requires a strategic thinker who can effectively communicate with clients and stakeholders while ensuring the smooth operation of production systems.Responsibilities:Lead and manage production support activities, ensuring timely resolution of incidents and service requests.Act as the primary point of contact for customers, addressing their technical concerns and providing solutions.Coordinate with development teams to facilitate application enhancements and bug fixes.Monitor system performance and implement proactive measures to prevent issues.Develop and maintain documentation related to production support processes and procedures.Conduct root cause analysis for recurring issues and implement corrective actions.Manage stakeholder expectations and communicate project status effectively.Provide training and support to junior team members and new hires.Participate in on call support rotation as needed.Mandatory Skills:Proven experience in application support, specifically in a 2nd line capacity.Strong technical knowledge of Java, .Net, Mainframe, and database technologies.Excellent customer facing skills with the ability to communicate complex technical concepts to non technical stakeholders.Experience in incident management and problem resolution.Strong analytical and troubleshooting skills.Preferred Skills:Familiarity with ITIL processes and best practices.Experience with cloud technologies and DevOps practices.Knowledge of Agile methodologies.Experience in leading cross functional teams.Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field.10 - 15 years of experience in software development and production support.Relevant certifications in project management (e.g., PMP, Prince2) are a plus.Salary: Full-timeEqual Employment Opportunity: *** is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities.About Us: At *** (*** | Connected World, Connected Experiences), we live the philosophy of connected world and connected experiences. We thrive on change that is powered by the intelligent symphony of technology and humans designing meaningful and sustainable experiences. Extraordinary is when experiences come together – a continuous convergence of digital technologies, touchpoints, and most importantly people. It's time to reimagine, reinvent, and revolutionize business models operations as well as to transform enterprises into living, breathing, and connected businesses. *** represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, *** is committed to a transformative journey with 'Scale @ Speed' as our guiding principle.