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L3 Production Support for Contact Center Applications, Core Technology Infrastructure

Charlotte, North Carolina;

Job Description:

Role Summary:  L3 Production Support for multiple contact center applications

  • Application Subject Matter Expertise: Function as technical subject matter expert both from an application functionality as well as production infrastructure/platform perspective

  • Application Triage Support: Engage in deep technical triage for incident and problem resolution as required

  • Production Stability and Sustainability: Proactive identification and ownership of continuous improvement opportunities both from an application ad infrastructure standpoint

  • Compliance/Risk/Audit activities

  • Proactive Monitoring of Environment

  • Interfacing for Vendor Hosted Applications

  • Release Management Support

  • Disaster Recovery, ARC Testing Activities

  • Production Digital Certificate Lifecycle Management

Required Skills:

  • 3 or more years of production support experience

  • Working knowledge of Angular 2+, .NET / IIS platforms, and JAVA

  • Working knowledge of various monitoring tools, such as Splunk, Glassbox, Sitescope, etc.

  • Working knowledge of MS SQL, Oracle technologies

  • Working knowledge of Windows / desktop platform

  • Triage analysis with end-users including complex network environments and multiple application tiers

  • Performing root cause analysis for recurring problems so they can be permanently remediated

  • Respond, resolve and document progress within service tickets and problem tickets to adhere to SLAs

  • Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required

Desired Skills:

  • Knowledge of application architecture and networking concepts

  • Superior organizational skills

  • Able to work with minimal instruction; a go-getter

  • Detail-oriented

  • Effective Communication – Clear, Concise & Ability to articulate  Problem/Solution

  • Should be able to participate or conduct conference calls with technology and business users

  • Basic UNIX / LINUX knowledge

  • Identify proactive and preventive measures to minimize impacts

  • Knowledge of contact center environment

  • Support of the desktop applications in contact / call center environment

  • Knowledge of Remedy tool / processes

  • Knowledge of Computer Telephony Integration

  • Skype Chat

  • Mattermost

  • Self Motivato

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Role Summary:  L3 Production Support for multiple contact center applications

  • Application Subject Matter Expertise: Function as technical subject matter expert both from an application functionality as well as production infrastructure/platform perspective

  • Application Triage Support: Engage in deep technical triage for incident and problem resolution as required

  • Production Stability and Sustainability: Proactive identification and ownership of continuous improvement opportunities both from an application ad infrastructure standpoint

  • Compliance/Risk/Audit activities

  • Proactive Monitoring of Environment

  • Interfacing for Vendor Hosted Applications

  • Release Management Support

  • Disaster Recovery, ARC Testing Activities

  • Production Digital Certificate Lifecycle Management

Required Skills:

  • 3 or more years of production support experience

  • Working knowledge of Angular 2+, .NET / IIS platforms, and JAVA

  • Working knowledge of various monitoring tools, such as Splunk, Glassbox, Sitescope, etc.

  • Working knowledge of MS SQL, Oracle technologies

  • Working knowledge of Windows / desktop platform

  • Triage analysis with end-users including complex network environments and multiple application tiers

  • Performing root cause analysis for recurring problems so they can be permanently remediated

  • Respond, resolve and document progress within service tickets and problem tickets to adhere to SLAs

  • Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required

Desired Skills:

  • Knowledge of application architecture and networking concepts

  • Superior organizational skills

  • Able to work with minimal instruction; a go-getter

  • Detail-oriented

  • Effective Communication – Clear, Concise & Ability to articulate  Problem/Solution

  • Should be able to participate or conduct conference calls with technology and business users

  • Basic UNIX / LINUX knowledge

  • Identify proactive and preventive measures to minimize impacts

  • Knowledge of contact center environment

  • Support of the desktop applications in contact / call center environment

  • Knowledge of Remedy tool / processes

  • Knowledge of Computer Telephony Integration

  • Skype Chat

  • Mattermost

  • Self Motivato

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21069412

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Edward Paffendorf IV

Referral Bonus:

0