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- Lead the Production Support Team in managing, triaging, and assisting with support tickets
- Provide front line technical support to end users responding to issues related to Problem/Incident Management, Data platforms, Reports, and related job monitoring related to issues
- Solve issues adhering to established SLA deadlines
- Root cause and problem resolution follow-up
- Debug and fix issues by analyzing VBA macros, excel reports, complex SQL queries, stored procedures, and SSIS and SSAS cubes.
- As a part of L1 & L2 support team provide stand-by out of hours support on rotational basis
- Experience in managing offshore Production Support teams and provide leadership in the Production Support topics
- Look for efficiency improvement in & productivity savings Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiency
- Work closely with Technology Engineering Teams, Development, Testing and L3 Support Teams in resolving Production Support issues/tickets.
- Communicate with all lines of business and management the overall status and health of the Production Support, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues
- Interact with clients and demonstrate empathy to situations and challenges
- This is a great opportunity for someone with good data analyst, data engineering and project management skills and can demonstrate flexibility
- Strong data management acumen, communication and presentation skills
- Bachelor's Degree or master’s degree in Computer Science, Mathematics, Statistics.
- 7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support, Data Analyst)
- Ability to write good SQL for data analysis must – experience in MS technologies such as MS SQL, SSIS, SSRS, VBA Excel and Excel Macros
- Nice to have Azure experience.
- Experience in Customer Support must
- Experience with managing production support teams is a must have
- Exposure to sensitive data management is a plus
- Self learner and ability work independently is a must
- Experience of handling various production support roles (technical – L1/L2) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
- Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
- Experience with Real-time problem solving, triaging of issues impacting technical services (application/reports) to customers and partners in a timely manner while keeping everyone involved informed of significant progress or challenges while the issue/ticket is been worked on
- Ability to assess initial severity, assign priority, gather impacts, and engage support teams, and escalate as necessary to ensure timely resolution of issues/tickets
- Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
- Ability to suggest, implement ideas for enhancing the customer experience and implement best practices to optimize production support tasks/activities
- Flexible to work for extended hours and on weekends as needed to handle high priority issues
- Experience in managing Offshore Production support teams
- Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools
- Ability to deal with complex information, processes and relationships to derive a simple solution
- Good ability to navigate ambiguity and quickly establish credibility
- Excellent spoken and written English complete with clear oral communication skills
- Experience in Change management and Incident management tools
- Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues in the data management areas
- Working experience in SDLC processes using Agile Methodologies
- Exposure to Healthcare industry
- ID: #49347025
- State: New Jersey Howell 07731 Howell USA
- City: Howell
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2023-02-21
- Deadline: 2023-03-31
- Category: Et cetera