•Experienced production support lead with 10 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support)
•The successful candidate will be responsible for daily Production Support functions for suite of applications.
•He/She will work on and ensure that all incidents related to the supported applications are resolved in a timely manner.
• Proven Experience in managing L2 and L3 Tickets, Ticket Allocation and tracking them for closure. Daily Responsibilities:
•Provide 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
• Solve production down situations under tight SLA deadlines
• Root cause and problem resolution follow-up
• Debug and fix production issues by analyzing code, complex sql queries & stored Procedures
•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 Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
•Communicate with all lines of business and management the overall status and health of the application, contribute toautomation, 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 project management skills and can demonstrate flexibility
• Strong business acumen, communication, and presentation skills
