Production Support Project Manager

Job#: 2078479

Job Description:

Apex Systems, a World-Class Technology Solutions Provider, is seeking a Production Support Project Manager on behalf of one of our largest financial industry clients. Please apply if interested and qualified. Please note that only qualified candidates will be contacted. We cannot support C2C hiring.

Location: Charlotte, NC

Duration: 12 months+

Pay Rate Range: $50-$55/hr.

Details:

The Production/Technical Support role will be a subject matter expert (SME) focused on the stability and resiliency of externally hosted services. Will liaison with business, technical organizations, and vendors; independently providing consultation services following ITSM/ITIL framework processes for the following areas: Problem Management and Change Management oversight.

Responsibilities:

• Review impacting incidents encountered with externally hosted services and environments to address system resiliency and availability of services.
• Concentrate on integrity of processes used by vendors, identify gaps, review vendor root cause analysis, and ensure corrective actions/mitigating solutions are in place.
• Provide oversight of external vendor planned changes, document them in SOR, and ensure no disruptions to production environment resulting in customer impact.
• Drive vendor adherence to existing SLA terms and Compliance Standards.
• Facilitate daily video/teleconference meetings involving many participants and lead individuals outside your group to understand and determine Root Cause (RC) of vendor service problems.
• Analyze and report trends, identify non-functional and business risks/gaps associated with vendor service Availability, Stability, and Resiliency capabilities.
• Identify Single Point of Failures, determine mitigation plans and track opportunities for improvement to achieve greater overall system stability and resiliency.

Requirements:

• Strong knowledge and experience of ITIL/ITSM Incident, Problem and Change Management Processes.
• Intellectually curious, willing to ask difficult questions to get to root cause High level understanding of infrastructure resiliency designs, B2B networks, monitoring systems.
• Typically, 3-5 years of related experience.
• Excellent listening, written, and verbal communication skills.
• Must be a mature self-starter able to multi-task in a fast-paced environment with minimal direction.
• Attention to detail and organizational skills for driving Problem Management disciplines to achieve desired outcomes.
• Vendor/Contract Management experience.
• Hands on experience with BMC Remedy.
• Hands on experience with ServiceNow.
• Functional familiarity with reporting tools (MicroStrategy, Tableau).

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.