Application support is responsible for the technical support of global production applications and infrastructure. The selected candidate will provide second level frontline support for incident management which includes reporting, root cause analysis, production efficiency and improvement recommendations as well as ad hoc support during pre-production change management cycles. They will partner closely with key stakeholders across the line of business and technology teams to balance production stability with customer obsession. They will also leverage previous production support experience to identify and engineer solutions for chronic issues and automation initiatives that reduce toil in the environment.  The Application support team is critical to the day to day operations of our business and requires a highly dedicated individual who can take ownership, provide procedural and technical support to various teams, as well as internal and external stakeholders.
In addition to driving day-to-day issues, major incidents, and outages to full resolution,. he candidate will leverage established partnerships across these groups to influence best practices, identify opportunities for improvement and efficiency gains, and ensure compliance with risk and controls standards for the supported platforms.
The ideal candidate for this role is a dynamic individual with excellent communication skills, who is able to adapt verbiage and style to the audience at hand and deliver critical information in a clear and concise message. The candidate must be a strong analytical thinker, with business acumen and the ability to assimilate information quickly, with a solution based focus on incident and problem management.

• Incident Management
  • Possess excellent trouble-shooting skills, and the drive to help internal/external customers
  • Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
  • Conduct appropriate monitoring tasks to include maintenance and patching validation
  • Gather logs and necessary details to facilitate the analysis of technical issues
  • Create technical documentation to further increase product knowledge
  • Create agile stories for alerting, monitoring and self-healing
  • Collaborate with AD team to bring the appropriate visibility on critical issues
• Knowledge Management
  • Review historical records on closed cases to increase product and technical knowledge
  • Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
  • Attend training sessions offered and assist with peer training as needed
  • Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systems
  • Strong configuration and development background combined with reporting and analytics
  • Experience with routing, workflow, design, development and test to support CTI
• Communication
  • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
  • Demonstrate effectively communication verbally and written to the team and customers
  • Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact
  • Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
  • Positive attitude to self-learn and mentor others on new platform skills and technologies
• Innovation
  • Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring
  • Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processing
  • Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies
• Required Skills
  • 5+ years of experience managing production support team
  • 5+ years of experience working with Unix/Window and Batch processing
  • 5+ years of experience supporting cloud solutions both hosted and on-prem
  • 3+ years of experience on Unix, Windows and VMware
• Desired Skills
  • Expertise in troubleshooting DB: SQL, MySQL, Oracle
  • Experience in Disaster Recovery and Site Resiliency Engineering planning and test execution
  • Knowledge of automation/monitoring/deployment Scripting (PowerShell, Python)
  • Experience of implementing and configuring Splunk and Dynatrace