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L2 Production Services Lead

Charlotte, North Carolina

Job Description:

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.

Required Skills

Domain experience in Payments/Merchant Technology
Excellent oral and written communication skills
Extensive production incident management experience with in Credit Card Payment industry
Strong knowledge of acquiring settlement file and reports processing
Excellent documentation skills and proficient in Microsoft applications usage
Working knowledge of Application Programming Interface (API) integration
Working knowledge of HP Non-Stop Servers
Splunk, Introscope, AppDynamics experience

Desired Skills

Triaging of production incidents within Payment industry
Strong knowledge of acquiring settlement file and reports processing
Understanding of Java/J2EE , Spring Framework
SOAP/REST Webservices
HP Non-Stop Servers
Splunk, Introscope, AppDynamics
AWS/Azure/Public Cloud Technologies

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

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

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.

Required Skills

Domain experience in Payments/Merchant Technology
Excellent oral and written communication skills
Extensive production incident management experience with in Credit Card Payment industry
Strong knowledge of acquiring settlement file and reports processing
Excellent documentation skills and proficient in Microsoft applications usage
Working knowledge of Application Programming Interface (API) integration
Working knowledge of HP Non-Stop Servers
Splunk, Introscope, AppDynamics experience

Desired Skills

Triaging of production incidents within Payment industry
Strong knowledge of acquiring settlement file and reports processing
Understanding of Java/J2EE , Spring Framework
SOAP/REST Webservices
HP Non-Stop Servers
Splunk, Introscope, AppDynamics
AWS/Azure/Public Cloud Technologies

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21060413

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Edward Paffendorf IV

Referral Bonus:

0

Street Address

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