As an Assistant Manager, you will play a crucial role in Production Support Ownership • Take end‑to‑end ownership of the Power Automate based Digital workers, Velocity(Microservices) and EDMS application’s production support, ensuring system stability, uptime, and reliability. • Monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams. • Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs. ◆ Issue Analysis, Troubleshooting & Root Cause Management • Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence. • Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues. • Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement. ◆ Stakeholder Coordination & Communication • Collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations. • Ensure clear, concise, and timely communication regarding incident status, risks, and impact. • Build strong working relationships with internal teams and external vendors to support smooth issue resolution. ◆ Compliance, Risk & Audit Adherence • Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines. • Maintain operational discipline by following defined PMO, QMS, and architecture standards. • Identify risks related to data security, application stability, and system availability, and ensure appropriate mitigation steps. ◆ Operational Excellence & Continuous Improvement • Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times. • Contribute to automation initiatives, monitoring enhancements, and process improvements. • Track platform performance, incident trends, and recurring issues, and propose corrective actions to enhance system performance. ◆ Requirements Validation & Support for Enhancements • Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility. • Assist project teams by verifying functional correctness, solution completeness, and alignment with business needs before deployment. • Participate in UAT, release validation, and change readiness activities to ensure smooth production deployment. ◆ Technology Best Practices & Quality Assurance • Adhere to Agile and modern engineering practices while supporting continuous delivery and deployment cycles. • Maintain high-quality documentation, including SOPs, support guides, workflow diagrams, and configuration details. • Ensure adherence to best practices in monitoring, alerting, logging, and operational reliability. ◆ Vendor & External Partner Collaboration • Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations. • Review vendor performance and ensure value delivery aligned with SLA and platform requirements. • Lead and manage a team of professionals, providing mentorship and guidance. • Ensure efficient production support for digital platforms, including Digital Workers in Power Automate, EDMS, and Velocity. • Collaborate with stakeholders to understand their requirements and deliver tailored solutions. • Monitor and optimize the performance of digital platforms to ensure smooth operations. • Stay updated with industry trends and technologies to drive innovation and enhance digital capabilities. • Implement best practices and standard operating procedures for digital platform management. • Conduct regular performance reviews and provide constructive feedback to team members. • Ensure compliance with security protocols and data privacy regulations. • Document and maintain accurate records of digital platform configurations and changes. • Foster a collaborative and inclusive work environment, promoting knowledge sharing and continuous improvement. • Bachelor's degree in Computer Science, Information Technology, or a related field. • Minimum 5 years of experience in a similar role, with a proven track record of leading and managing teams. • Expertise in digital platforms, automation tools, and middleware technologies. • Strong leadership and management skills, with the ability to motivate and inspire team members. • Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders. • Analytical mindset with problem-solving abilities and a results-driven approach. • Proficiency in project management methodologies and tools. • Familiarity with industry-standard practices and regulations related to digital platforms and automation. • Ability to work independently and manage multiple tasks simultaneously. • Willingness to stay updated with emerging technologies and industry trends.