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Production Support Manager - Kochi India job in Kochi

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Job Ref:  1606811
Employer:  baker hughes
Industry:  Civil and Structural
Job Type:  Permanent
Country:  India
City:  Kochi
05/10/2016 01:02

Employment Status
Full Time Regular

About This Job
We are looking for Product support manager with 10 to 15 years of experience in a cross functional virtual team management role. This role will require to liaison with multiple teams and support the front line operations team with Escalation and incident management. This role will also working with the Product Engineering teams in resolution of bugs that are encountered on the production servers or inn-Company installations. Metrics driven resolution and delivery management will be the key success criteria.

Key Responsibilities / Accountabilities
  • Integration test validation by following the sanity test cases validation for products after each build to UAT servers/Sprint release.
  • Support On shore team during the UAT process and be the P&T Representative
  • Be the First point of contact from ROS P&T team for any product issues on production server on In-company installation
  • Prioritize issues raised and resolve it accordingly.
  • Analyse the issue and direct teams if it's a Product issue, Configuration issue, or infrastructure issue and define if the fix require a code change or knowledge enhancement
  • Allocate resources by creating a virtual team from the resource pool to resolve problems/incidents.
  • Define and manage scope, budget, schedule, priorities and risk throughout the multiple products.
  • Monitor the SLA adherence for each issues and triage and escalate if any observed deviation
  • Create knowledge Gap analysis and continuously work towards bridging the Gap with the operation support team for overall operational excellence to customer.
  • Closely work with the Product management team in identifying and implementations support tools with in the product.
  • In depth reporting of SLAs and other metrics on a weekly and monthly basis
  • Ensuring internal and external customer satisfaction

Essential Qualifications / Requirements
  • Hands-on and up to date knowledge of managing cross functional and geographically disperse teams
  • Understating of Agile development methodologies (Preferably SCRUM) and SDLC management
  • Experience in managing dependencies across projects
  • Ability to adapt to rapidly changing requirement and lead the team in the same
  • Excellent English proficiency (spoken & written)
  • Bachelor or Master in Computer Science, Computer Engineering or equivalent

Preferred Qualifications
  • Relevant professional certification
We Offer
  • International working environment
  • Multidisciplinary, motivated team


Baker Hughes is a leading supplier of oilfield services, products, technology and systems to the worldwide oil and natural gas industry. By being the service company that best anticipates, understands and exceeds our customers' expectations, Baker Hughes Advances Reservoir Performance. The company's 39,000-plus employees work in more than 80 countries in geomarket teams that help customers find, evaluate, drill, produce, transport and process hydrocarbon resources. Baker Hughes' technology centers in the world's leading energy markets are pushing the boundaries to overcome progressively more complex challenges. Baker Hughes develops solutions designed to help manage operating expenses, maximize reserve recovery and boost overall return on investment through the entire life cycle of an oil or gas asset. Collaboration is the foundation upon which Baker Hughes builds our business and develops next-generation products and services for drilling and evaluation, completions and production and fluids and chemicals. For more information on Baker Hughes' century-long history, visit our website.

Baker Hughes is an Equal Employment Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, gender, gender identity, marital status, pregnancy, race, national origin, ethnic origin, color, disability status, veteran status, religion, sexual orientation or any other protection guaranteed by local law.

If you are applying to a position in the US and you are an individual with disability or a disabled veteran status, religion, sexual orientation or any other protection guaranteed by local lawran and would like any type of assistance to submit an application or to attend any recruitment or selection event, we would like to help you to ensure that your experience is as smooth as possible. If you need assistance, information, or answers to your questions, feel free to contact us or have any of your representatives contact us at Baker Hughes Application Assistance Toll Free at NA.This method of contact has been put in place ONLY to be used by those internal and external applicants who have a disability and are requesting accommodation.

For all other inquiries on your application, log in to your profile and click on the My Jobpage tab. General application status inquiries will not be handled by the call center.

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