Your day-to-day responsibilities will include working in a fast-paced environment. You will lead the rotating on-call schedule, project participation, and business continuity support for the routing and authorization processing on Tandem Non-Stop hardware. Maintain and develop scripting alerts to supervise production systems, respond to and troubleshoot escalated incidents. You should have great communication skills, as the role periodically collaborates with clients, vendors and business partners. No two days will be the same as you will work with technical and non-technical staff running Tandem systems and development, used for production and non-production technology systems.
As a Production Support Tech Lead, you can look forward to:
Providing 24x7 support of production applications on a rotating basis and participate in resolution of escalated incident calls.
Solving issues within non-production and production multi-tier environments.
Crafting application monitoring scripts and automate alerts to alert technical teams of problems.
Recommending performance and infrastructure capacity improvements as well as enhancements to existing macros and utilities in use.
Being the point of escalation accountable for diagnosing and resolving customer impacting issues.
Reviewing deployment artifacts to ensure completion prior to executing production installs.
Participating in assigned projects representing the Support organization, communicate status, issues and delivery risks.
Working with Change Management/Release Managers on the evaluation of change events and in planning work items for production deployment.
Driving Incident Management Bridges, ensuring SLAs are not breached, and provide status updates to senior leaders and client management.
Establishing and lead bridge calls with engineers and customers on customer outages.
Participating in code installations or fallbacks. Validate systems are operating as they should after a completed code install. Will work with Release Management when required.
Documenting install and new defects, and assign severity to the problem that occurred, and work with various teams to determine root cause.
Performing trending and analysis of problems; develop risk mitigation plans for continuous improvement.
Ensuring monitoring alerts and system events are risk assessed, prioritized, and worked enthusiastically.
Maintaining and/or creating technical support documentation, and work with offshore associates to assume the same.
Training new associates on Tandem Application Support and product features.
Adopting change and quickly adapting to new situations, changes in direction, and altering priorities.
Handling multiple concurrent projects and assignments, and work with offshore associates to deliver.
Ability to demonstrate critical thinking, providing options, recommendations, and additional actions relating to resolving issues, mitigating risks and resolving escalated concerns.
Self-driven, able to work without constant guidance, and able to explore resolution based on extensive understanding of the function.
Conducting brainstorming and troubleshooting sessions to timely address escalated issues.
Leading offshore associates to provide afterhours support and ensure they can detect and address escalated production issues with minimal onshore involvement.
Participating in and lead the 24x7 on-call rotation.
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Basic qualifications for consideration:
Bachelor’s Degree required; Master’s Degree preferred.
7+ years of experience in infrastructure operations and or Production Support.
7+ years hands-on experience using Tandem/HP Non-Stop Utilities.
Experienced in Tandem/HP Non-Stop, Pathway, TEdit, Peruse, Enform, Tacl, Netbatch, SCUP, Oracle/Golden Gate, SFTP, NDM, Spooler.
Experienced in Agile and DevOps environments and delivery.
Solid understanding of data communications protocols such as TCP/IP.
Can work off hours/weekends and 24x7 on-call when required
Knowledge of Office 365 (Excel, Word, MS Access)
Experience working within ITIL Frameworks in a service management and availability organization.
Excellent verbal and written communications with ability to explain complex technical ideas in easy to understand business terms.
Preferred qualifications for consideration:
ITIL, Lean, or Six Sigma Certification.
Knowledge and familiarity with other HP-Nonstop service products and services.
Experienced with monitoring, reporting and dashboard tools such as Splunk, App dynamics, and ExtraHop.
Knowledge of the UNIX/Linux operating system
Write scripts for automation (using any one of Shell, Ruby, Perl, Python)
Experience in payment transaction processing, Internet application or Internet Banking
Experienced working in a payment processing environment with emphasis in Debit card and ATM technology.
Experience supporting services, micro-services, and n-tier systems