Company Description

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

Job Summary: We are seeking a proactive and detail-oriented Project Manager with extensive experience 10-14 yrs of exp in production support, JIRA management, and business reporting. The ideal candidate will be responsible for overseeing the day-to-day operations, ensuring timely issue resolution, and facilitating communication between technical teams and business stakeholders. In addition, the role will involve delivering comprehensive reports on production support activities, incidents, and performance metrics to business stakeholders, ensuring transparency and driving continuous improvement.

Key Responsibilities:

• Incident Management: Coordinate incident response activities, ensuring quick resolution and minimal disruption. Collaborate with technical teams to investigate root causes and ensure proper documentation of incidents.
• JIRA Management: Use JIRA for tracking production support issues, managing tickets, and ensuring smooth workflow of incidents and change requests. Create and manage dashboards to track key performance indicators (KPIs) and ticket resolution statuses.
• Cross-Functional Coordination: Work closely with development teams, operations, QA, and business stakeholders to manage production issues, prioritize tasks, and communicate status updates.
• Stakeholder Reporting: Create and present regular business-facing reports on production support activities, incident resolution, SLA compliance, and trends. Tailor reports to the audience's needs and ensure that the business has full visibility into production issues and their resolutions.
• Root Cause Analysis & Continuous Improvement: Conduct root cause analysis for recurring issues and drive efforts for continuous improvement. Implement preventive measures to reduce downtime and improve system stability.
• Change Management: Ensure proper change management procedures are followed for deploying updates to production environments. Track and report on change requests, ensuring minimal business impact and adherence to timelines.
• Risk & Issue Management: Proactively identify risks and potential issues in production environments and develop mitigation plans. Escalate issues as necessary to ensure timely resolution.
• Documentation & Process Optimization: Maintain clear and thorough documentation of incidents, resolutions, system changes, and business reports. Identify opportunities to optimize processes and improve support workflows.
• Business Communication: Act as the primary point of contact between the production support team and business stakeholders, ensuring clear and timely communication regarding the status of production issues, system availability, and upcoming changes.

Qualifications

Bachelor / Master degree in computer science

7 - 9 years of experience

Team handling with reporting

Additional Information

Why Join Us?
If you are a passionate developer with expertise in Java, front-end frameworks (React, Angular, AEM), and multi-stack technologies, and have a proven track record of leading teams and resolving complex technical issues, we invite you to be part of our innovative team. Apply now to lead impactful projects and drive excellence!