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Production Support - L3

Charlotte, North Carolina

Job Description:

L3 Production Support Lead position is needed to act as an escalation contact for CSW CTO Production Services and Infrastructure Delivery.
This position (Merchant Acquiring and Settlement - L3 Lead) is in support of building a new support team for FALCON application in Merchant Tech space.

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 Senior Production Services Manager develops and sponsors tactics to achieve strategic objectives across functional groups or within a business group. Develops and implements programs, projects or processes for a major segment of a complex function or a small diverse business. Provides technical leadership for work teams in specialized functional or process areas. They are also the escalation point for unresolved problems, complaints and complex service requests. Key skill sets include consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs. Employees in this job code must manage people.

• At least Ten (10) years of combined experience in web-based software development/software engineering and application support.

• Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts.

• Payments industry experience.

• Experience with C#, NET

*  Experience with SQL Server DB

• Knowledge of network protocols, processes & threads and powershell scripting.

• Strong technical aptitude and desire for continuous learning and improvement.

• Experience developing multiple technology platforms/solutions.

Experience with Monitoring tools like Splunk, AppDynamics, Sitescope , Catchpoint

Nice to have:

• Bachelor of Science in Computer Science, Information Technology, or related IT field.

• Experience with ASP.Net Zero, DevExtreme, jquery, and AngularJS

• Experience implementing modern micro-services architectures.

• Experience with cloud (Azure/AWS) technologies would be plus.

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 Lead 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 in all 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 complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate 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 increased awareness and exposure to basic technical principles,

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

L3 Production Support Lead position is needed to act as an escalation contact for CSW CTO Production Services and Infrastructure Delivery.
This position (Merchant Acquiring and Settlement - L3 Lead) is in support of building a new support team for FALCON application in Merchant Tech space.

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 Senior Production Services Manager develops and sponsors tactics to achieve strategic objectives across functional groups or within a business group. Develops and implements programs, projects or processes for a major segment of a complex function or a small diverse business. Provides technical leadership for work teams in specialized functional or process areas. They are also the escalation point for unresolved problems, complaints and complex service requests. Key skill sets include consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs. Employees in this job code must manage people.

• At least Ten (10) years of combined experience in web-based software development/software engineering and application support.

• Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts.

• Payments industry experience.

• Experience with C#, NET

*  Experience with SQL Server DB

• Knowledge of network protocols, processes & threads and powershell scripting.

• Strong technical aptitude and desire for continuous learning and improvement.

• Experience developing multiple technology platforms/solutions.

Experience with Monitoring tools like Splunk, AppDynamics, Sitescope , Catchpoint

Nice to have:

• Bachelor of Science in Computer Science, Information Technology, or related IT field.

• Experience with ASP.Net Zero, DevExtreme, jquery, and AngularJS

• Experience implementing modern micro-services architectures.

• Experience with cloud (Azure/AWS) technologies would be plus.

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 Lead 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 in all 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 complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate 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 increased awareness and exposure to basic technical principles,

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21050267

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Taimour Khan

Referral Bonus:

0

Street Address

Primary Location:
800 W TRADE ST, NC, Charlotte, 28255