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Job Title: IT|Production Support - Lead II - Production Support

Release Comments: 5 day onsite - Cincinnati, ohio

Job Description:

Expectations from this role:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution

1. Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams

2. Contribute to the planning of application/infrastructure releases and configuration changes

3. Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence

4. Maintain knowledge base of known support issues and resolutions

Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

Maintenance

Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system

Develop Strategies

Lead should develop strategies to mitigate issues arising from existing problems

Innovative Value-adds

Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations

Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.

Skill Examples:

1. Extensive knowledge and experience in managing and triaging Production Support incidents and issues

2. Experience working with distributed teams in different time-zones

3. Strong commitment to quality and engineering excellence

4. Ability to take up new challenges and explore new technology/tools

5. Ability to co-ordinate among multiple teams and bring out the best in team work

6. Ability to handle critical customer escalations and manage under highly stressful situations

7. Strong communication skills

Knowledge Examples:

1. Appropriate software programs / modules

2. Able to give knowledge transitions to the team when required

3. Experience in supporting enterprise customers

4. Provide estimates for candidate Enhancement and Defect work to be included in release

5. Operating Systems and software platforms

6. Integrated development environment (IDE)

7. Agile methods

8. Knowledge base of customer domain and sub domain where problem is solved

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91003432
Position Id: OOJ - 8486-7545-1784219595
Posted 7 hours ago

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Production Support Engineer

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Production Support Engineer

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Skills

Summary

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