L3 Production Support for Contact Center

Job Description:

• Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.
• This role is the key focal point for the customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies.
• L3 Production Support for multiple contact center applications Application Subject Matter Expertise
• Function as technical subject matter expert both from an application functionality as well as production infrastructure/platform perspective Application Triage Support
• Engage in deep technical triage for incident and problem resolution as required Production Stability and Sustainability
• Proactive identification and ownership of continuous improvement opportunities both from an application ad infrastructure standpoint
• Compliance/Risk/Audit activities Proactive Monitoring of Environment
• Interfacing for Vendor Hosted Applications
• Release Management Support Disaster Recovery, ARC Testing
• Activities Production Digital Certificate Lifecycle Management

• Angular 2

• Microsoft IIS

• Java

• Working knowledge of Angular 2+, .NET / IIS platforms, and JAVA
• Working knowledge of various monitoring tools, such as Splunk, Glassbox, Sitescope, Dynatrace, AppDynamics etc.
• Working knowledge of MS SQL, Oracle technologies
• Working knowledge of Windows / desktop platform
• Triage analysis with end-users including complex network environments and multiple application tiers
• Effective Communication - Clear, Concise & Ability to articulate Problem/Solution
• Should be able to participate or conduct conference calls with technology and business users
• Performing root cause analysis for recurring problems so they can be permanently remediated
• Respond, resolve and document progress within service tickets and problem tickets to adhere to SLAs
• Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required
• Identify proactive and preventive measures to minimize impacts
• Basic UNIX / LINUX knowledge
• Knowledge of application architecture and networking concepts
• Superior organizational skills
• Able to work with minimal instruction; a go-getter
• Detail-oriented
• 3-6 years of production support experience, or equivalent

• Knowledge of contact center environment
• Support of the desktop applications in contact / call center environment Knowledge of Remedy tool / processes
• Knowledge of Computer Telephony Integration
• Skype Chat • Mattermost
• Self Motivator