Production Support Senior Program Manager

TL;DR

Production Support Senior Program Manager: Applying technical proficiency for service operations and application production support for a large enterprise-level organization with an accent on incident management, ticket prioritization, and stakeholder communication. Focus on E2E resolution coordination and improving service levels across various systems.

Location: Sarajevo (Hybrid) or remote within Bosnia and Herzegovina

Company

hirify.global is a leading global IT services company with over 25 years of experience, serving clients within the financial, healthcare, insurance, mortgage, and technology sectors.

What you will do

• Analyze assigned Incident Tickets for relevant systems and identify other impacted systems.
• Lead and coordinate the E2E resolution of Master Service Tickets (MSTs) by collaborating with various teams and stakeholders.
• Administer and prioritize request and ticket queues, properly assign tickets, and provide input on potential work-arounds.
• Report on daily, weekly, monthly, and periodic bases, including Business and System Reviews.
• Participate in development/architecture meetings to represent Applications Operations Services teams.
• Create knowledge artifacts for issues and standard operating procedures.

Requirements

• Minimum 3 years of experience in the Software development industry.
• Minimum 2 years working in a Production Support role as a Program Manager at Level 2/Tier 2.
• At least 2 years of experience understanding SDLC, branching, production release planning, and complex system architecture.
• At least 2 years of experience managing teams supporting Application Support, triage activities, and minor enhancements.
• Ability to work in a diverse/multiple stakeholder environment with excellent stakeholder management skills is a must.
• Strong Analytical skills, coupled with strong verbal and written communications skills.

Nice to have

• Knowledge of TFS/JIRA, along with working knowledge of JQL.
• Experience with Release and deployment methodologies.
• Working with RDMS like SQL Server.
• Experience with .NET Core, AngularJS, and REST.

Culture & Benefits

• Opportunity to work with leading professionals and cutting-edge technologies.
• Collaborative learning environment with mentorship programs and professional training.
• Competitive remuneration package and referral bonus.
• Commitment to diversity, respect, and valued teamwork.
• Career growth opportunities.