The role will manage our current support processes and procedures. It will actively improve and enhance our current production services to meet increasing business needs. It will proactively review production health status, design and implement proactive monitoring to prevent customer impacting issues. It will manage and review all changes impacting production environments to ensure stability. It will triage and communicate when any issues related to applications supported.
Job Specific Description:
CSOT Application Production Services provide production management services to Document and Card Production Services Technology business partners to ensure daily delivery of technology functions that serves those business lines.
•Keep schedules, make tight deadlines, work timely and independently. The expectation is that this person will be responsible for day to day operations keeping the system healthy.
•Send out timely and effective user communications.
•Prioritize or engage management in situations when prioritization is a challenge.
•Lead meetings and triage calls.
•Identify incident root cause and corrective actions.
•Implement automation and performance improvement.
•Day to day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up
•Production support experience is a must.
•Must have excellent oral and written communication skills.
•Experience with automation and simplification of tasks.
•Work with senior management and stakeholders to identify problems, suggest solution and implement improvements.
•Ability to communicate well to other members across the verticals.
•Willing to work in shifts and on weekends
•Hands on experience with Windows/UNIX and Shell Scripting as well as mainframe/JCL.
•Hands on experience with Database like MS SQL.
•Experience in monitoring tools like Siteminder, Introscope, Splunk and AppDynamics
• 5+ years IT experience
• Day to day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up
Windows, Unix, IBM Mainframe, MS SQL Server, Java/J2EE, Weblogic, MQ, Change Management, Incident/Problem Management, Release Management, and Request Management.
Core Technology Infrastructure Organization:
Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles 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, etc. The Production Services Analyst identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves less complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have awareness and exposure to basic technical principles, concepts and techniques. Competent to work under supervision on less complex systems issues, in some cases working from documentation. Limited responsibility. Limited knowledge of business or function for which system designed. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Typically this is considered an entry-level position.
Shift:1st shift (United States of America)
Hours Per Week:40
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