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TOPIC: Documenting experience for production support

Documenting experience for production support 4 years 6 months ago #2893

  • Rohit Pande
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One of the project in my PM experience was production support. I was managing a support engagement with around 60 support staff. The project was based on a FP contract and was evaluated and written on a quaterly basis. The work envolved from estimating (based on new scope) to resource identification, onboarding, training, writing SOW, monitoring of support work and final Business Review before going to next quarter. There were many optimizing initiative that use to run in parallel.

Will this project be considered for my experience since Production support is an operation rather than a project. But as a seller, this was being driven like a project with the objective to be lean/optimized and achieving customer satisfaction, SLAs based on the published KPIs.

Should I mention this in my PM experience?

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