|Reports to BPM CoE Director Manage the planning and support of BPM Environments and Applications Define implement and manage standard operating procedures for BPM production support Determine establish manage Service Level Agreements (SLAs) for execution of the support operation Manage Vendors and Business Partners and their performance against establish SLAs Prepare cost estimates for breakfix and small enhancements to applications under management Manage the development lifecycle for applications under support Prepare and present performance reports to the customers of the production support service Creating a work environment that encourages and rewards teamwork and collaboration both internally and externally Strong documentation discipline for all SDLC artifacts technical requirements functional specifications and detailed design using UML Manage monitor and review the performance of staff and organize necessary interventions for improvement Ensure efficient collaboration and coordination between IT teams and departments to execute objective EDUCATION QUALIFICATIONS Bachelors andor Masters Degree in Industrial Engineering Computer Science Mathematics or other technical discipline Excellent analytical problemsolving interpersonal written and verbal communications and organizational skills Prior experience building and operating a Production Support operation Experience with Vendor Contracting (onsite offsite offshore) 10+ years of professional experience Preferably from a Healthcare or Financial Services environment 8+ years experience leading teams on large scale process improvement initiatives with budget and project schedule responsibility 5 years experience in full lifecycle software development lifecycle Preferably on an industry leading Business Process Management platform Special Licensing or certifications 6 Sigma Black Belt (Preferred) Certified Project Management(PMI) (Preferred) Certification on IBM Websphere BPM Application Platform (Preferred) Expert knowledge of design and implementation of enterprise workflow systems service oriented architecture intranetinternet architecture and communication architectures Expert knowledge in the creation and operation of an Application Production Support Managed Service Well versed with BPM technologies and concepts like business modeling BRMS business monitoring long running processes etc Skills Leadership Inspires coworkers to attain goals and pursue excellence Identifies opportunities for improvement and makes constructive suggestions for change Manages the process of innovative change effectively Remains on the forefront of emerging industry practices Reviews the status reports of team members and addresses issues as appropriate Complies with and helps to enforce standard policies and procedures Communicates and enforces coding standards Delivers engaging informative wellorganized presentations Resolves andor escalates issues in a timely fashion Understands how to communicate difficultsensitive information tactfully Ability to perform under stress and to motivate a team to deliver on committed timelines Teamwork Facilitates effective team interaction Acknowledges and appreciates each team members contributions Effectively utilizes each team member to hisher fullest potential Keeps track of lessons learned and shares those lessons with team members Facilitates team and client meetings effectively Holds regular status meetings with team Keeps team well informed of changes within the organization and general corporate news Customer Client Focus and Management Manages client interaction and expectations regarding development efforts Develops lasting relationships with client personnel that foster client ties Communicates effectively with clients to identify needs and evaluate alternative technical solutions Continually seeks opportunities to increase customer satisfaction and deepen client relationships Builds a knowledge base of each clients business systems and objectives|
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