Production / Technial Support

job summary:

• The Production / Technial Support V role is a subject matter expert (SME) focused on the stability and resiliency of externally hosted services that have been integrated with Client's environment.
• She or he will liaison business, technical organizations, and vendors; independently providing consultation services following ITIL framework processes for the following areas: Change Oversight, Problem Management and Disaster Recovery.
• The team member will consult during assessments to review hosted environments to ensure system resiliency and availability of services.
• Team member will concentrate on integrity of processes used by vendors, identify gaps and discuss/implement mitigating solutions.
• She or he will create/maintain playbooks and vendor support escalation information.
• The team member will provide oversight of vendor planned changes and ensure no disruption of production environment resulting in customer impact.
• The PSL will consult and provide feedback/input related to SLAs creation during contract negotiations, and drive vendor adherence to existing SLA terms and Compliance Standards.
• The team member will facilitate daily video/teleconference meetings involving many participants, and leading 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, Resiliency, and Disaster Recovery capabilities. Identify Single Point of Failures, determine mitigation plans and track opportunities for improvement leveraging operational excellence processes.
• This role will be responsible to create solid written business cases and collecting KPIs and SLA information to create and deliver presentations to senior leaders that propose recommended solutions and process improvements needed to achieve greater overall system stability and resiliency.

• Change Managers

• Excellent communication skills
• Self-starter, ability to work independently
• Solid knowledge of ITIL/ ITSM Problem and Change Management

• The Production / Technial Support V role is a subject matter expert (SME) focused on the stability and resiliency of externally hosted services that have been integrated with Client's environment.
• She or he will liaison business, technical organizations, and vendors; independently providing consultation services following ITIL framework processes for the following areas: Change Oversight, Problem Management and Disaster Recovery.

• Experience level: Experienced
• Minimum 8 years of experience
• Education: Bachelors