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Production Services Lead

Charlotte, North Carolina

Job Description:

Position Summary

Individual software professional will get an opportunity to work with Contact Center Voice recordings technology Production Support team on various technologies like Java, VXML etc., and tools like Splunk, App Dynamic, Nice, IEX etc. The primary responsibility is to ensure application stability and availability, incident management, Release support and to drive continuous process improvements and innovation to bring down cost of IT operations. The ideal candidate must be highly self-motivated, proactive, attention to detail, good mentor & leader with strong communication & management skills to interact with partners and Other Prod Support teams like L1, L2, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.

Primary Skill

  • NICE Engage

Secondary Skill

  • NICE

Tertiary Skill

  • MS SQL Server

Required Skills

  • Extensive experience in with Nice Voice Recording devices and solutions.

  • Experience with user administration on all linked NICE Recording Core Servers NICE Interaction Management 4.1 NICE Engage 6.X MS SQL with hands on experience on Stored Procedures and ETL.

Desired Skills

  • Nexidia, IEX 6.4 WFM, Symon

Core Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Production Services lead 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, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. 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. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary

Individual software professional will get an opportunity to work with Contact Center Voice recordings technology Production Support team on various technologies like Java, VXML etc., and tools like Splunk, App Dynamic, Nice, IEX etc. The primary responsibility is to ensure application stability and availability, incident management, Release support and to drive continuous process improvements and innovation to bring down cost of IT operations. The ideal candidate must be highly self-motivated, proactive, attention to detail, good mentor & leader with strong communication & management skills to interact with partners and Other Prod Support teams like L1, L2, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency.

Primary Skill

  • NICE Engage

Secondary Skill

  • NICE

Tertiary Skill

  • MS SQL Server

Required Skills

  • Extensive experience in with Nice Voice Recording devices and solutions.

  • Experience with user administration on all linked NICE Recording Core Servers NICE Interaction Management 4.1 NICE Engage 6.X MS SQL with hands on experience on Stored Procedures and ETL.

Desired Skills

  • Nexidia, IEX 6.4 WFM, Symon

Core Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Production Services lead 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, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. 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. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21058463

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Taimour Khan

Referral Bonus:

0

Street Address

Primary Location:
901 W Trade St, NC, Charlotte, 28255