Production Services Lead
Plano, TX

Job Description

Job Description:

* Running the day to day operations of the technology platform (MISP). Identifies possible production issues, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.
* Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services include: Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management.
* Actively engage and lead production support issues/incidents. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution.
* Ensure production and performance SLAs are met and escalate issues which needs attention.
* Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision.
* Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Shared Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.
* Exercises judgment within defined procedures and practices to determine appropriate action.
* Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests.
* Should have increased awareness and exposure to basic technical principles, concepts and techniques.
* Resolves complex issues. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors.
* Support of on-call rotation for off-hours and weekend support as needed.
* Creating Knowledge Transfer documentation to highlight production support procedures.

Required:

* Hands on application production support role in Information Technology
* Working knowledge with multiple technologies like IIS, Java, .Net, SQL, HTML, Oracle and similar Database technologies in production support scenarios
* Experience with Web Services (SOAP/REST), SOAPUI, POSTMAN, JSON Schema, XML, Mulesoft, Powershell, Pega, Nexus, ITSM BMC Remedy
* Basic scripting skills (Powershell)
* Knowledge with monitoring tools like Splunk, Introscope, AppDymanics, Sitescope
* Proficiency with MDX, Database, SQL etc.
* Ability to manage conflicts and have very strong communication skills

Desired:

* Application monitoring and automation experience
* Strong written and oral communication skills

Posting Date: 03/26/2019

Location: Chandler, AZ, Building D, 2505 W CHANDLER BLVD, Plano, TX, BUILDING A, 7105 CORPORATE DR, - United States

Travel: No

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift