Senior Product Support Technical Specialist
Babylon, NY

Job Description

BASIC FUNCTION

* Manage L2/L3 technical Production Support Teams providing technical support for global enterprise Research Delivery Platform, and related Systems, Services, and Applications.
* Work as a member of the WK GPO Platform Services Management Team to provide an effective Technical Support capability to underpin and support GPO Products, Services, and Platforms and GPO strategic goals.
* Manage and supervise onshore/offshore Support Managers and Teams to successfully provide timely technical support to our clients and WK Global Business Partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Interface with GPO Global QA/Development, Operations, Relationship Management, and Business Partners to understand and resolve any production issues that are discovered through proactive monitoring/alerting or escalated by our Global Business Partners or clients.
* Effectively and efficiently communicate to GPO and Business Management the status of issues and investigations and lead serious incident management.
* Coordinate efforts within and between Support Teams to increase the use of system resource monitors, system error/exception reports, and usage data analytics to proactively detect and isolate issues relating to performance, reliability, and functionality of production platforms, services and applications
* Assist Support Leads in developing effective and efficient troubleshooting and fault isolation methodologies
* Engage Global Business Partners and GPO Stakeholders in streamlining and maintaining effective escalation and communication paths and processes.
* Work with Product Development and Dev Ops Teams and introduce requirements which will result in enhanced support capabilities and efficient fault isolation and recovery.
* Participate in reviews and provide feedback on Requirements, Design Documents and Specifications for products and Services from a technical production support perspective.
* Participate in Process improvement efforts within the GPO Support community.

Education:

* Bachelors Degree in Computer Sciences or related technical discipline

Experience:

* 10 years of technical product support experience with a minimum of 6 years in managing L2/L3 Production Support Teams, at least 2 additional years managing multiple support teams for global products and clients
* Experience in enterprise application JVM memory/heap and thread analysis and relating tuning.
* Multi-disciplined technical background, (Networking, Application Development, SQL DB) is essential
* Experience in serious incident management and communication.
* Experience in the use and configuration of system monitoring and alerting tools and applications (i.e. DynaTrace, SCOM, etc.).
* Experience in the following areas is desirable: enterprise platform operations, content management and delivery, search engines, and systems engineering
* Experience in the and troubleshooting of complex network, application, and environment issues
* Experience in establishing strategic direction and goals and resulting plans for Global Product Support Teams

Other Knowledge, Skills, Abilities or Certifications:

* Excellent analytical skills and troubleshooting methodologies
* Strong verbal and written communication, particularly in crafting