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Production Services Lead (Contact Center), Core Technology Infrastructure

Charlotte, North Carolina

Job Description:

Role Summary

Production Services Lead (Contact Center) position requiring excellent written and verbal communication skills. Ability to prioritize deliverables and work incidents while driving teams to gain restoral. The support covers multiple applications and focuses on 24x7 incident management including troubleshooting, triage leadership (driving the incident resolution calls) and escalation; execution of scheduled activities and ad-hoc work requests.  Responsible for managing incidents while gaining restoral in a timely manner; creating and updating triage documentation.  Data Integrity and data quality efforts are vital. Proactive process improvement efforts, ability and opportunity to innovate encouraged.  Must be able to communicate clearly with all levels of management and “know your audience” and their expectations when doing so.

Required Skills:

  • 3 or more years’ experience in a Production Support environment  

  • Experience and comfort speaking to all stakeholders

  • Ability and experience working independently and/ or as a team Player  

  • Experience writing SQL queries  

  • Ability and willingness to work some nights, weekends and holidays as required

Desired Skills

  • 5 or more years’ experience in a Production Support environment  

  • Experience with Splunk, Glassbox, AppDynamics and other monitoring tools  

  • Problem Solving  

  • Analytical skills  

  • Ability to multi-task  

  • Excel

  • PPT

  • One Not

  • Ability to work under pressure 

  • Excellent verbal and written communication skills  

  • Ability to Prioritize deliverables  

  • Experience reading log files  

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Role Summary

Production Services Lead (Contact Center) position requiring excellent written and verbal communication skills. Ability to prioritize deliverables and work incidents while driving teams to gain restoral. The support covers multiple applications and focuses on 24x7 incident management including troubleshooting, triage leadership (driving the incident resolution calls) and escalation; execution of scheduled activities and ad-hoc work requests.  Responsible for managing incidents while gaining restoral in a timely manner; creating and updating triage documentation.  Data Integrity and data quality efforts are vital. Proactive process improvement efforts, ability and opportunity to innovate encouraged.  Must be able to communicate clearly with all levels of management and “know your audience” and their expectations when doing so.

Required Skills:

  • 3 or more years’ experience in a Production Support environment  

  • Experience and comfort speaking to all stakeholders

  • Ability and experience working independently and/ or as a team Player  

  • Experience writing SQL queries  

  • Ability and willingness to work some nights, weekends and holidays as required

Desired Skills

  • 5 or more years’ experience in a Production Support environment  

  • Experience with Splunk, Glassbox, AppDynamics and other monitoring tools  

  • Problem Solving  

  • Analytical skills  

  • Ability to multi-task  

  • Excel

  • PPT

  • One Not

  • Ability to work under pressure 

  • Excellent verbal and written communication skills  

  • Ability to Prioritize deliverables  

  • Experience reading log files  

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21075137

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Edward Paffendorf IV

Referral Bonus:

0

Street Address

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