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L2 Production Services Lead (Online Banking)

Charlotte, North Carolina;

Job Description:

Role Summary:  The Level 2 Production Services Lead (Online Banking) 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 / Call Leader) 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 in BMC Remedy. 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; provide the right context and executive summary/communications.

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, Production Governance, Triage, Associate Support, etc. The Production Services 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 troubleshooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in supporting new and existing equipment and software under moderate supervision. Resolves more complex issues. Works on problems of 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. Fully competent to work under general direction on complex projects usually on specific assigned problems. Interprets, evaluates and resolves issues pertaining to the functional operation of technology products. Awareness of business or function for which technical support is needed, retrieve business data, application metrics and volume trends for business reporting. Typically has 5 - 8 years of experience in IT or equivalent.

Required Skills:

  • 2 or more years of experience working in a production support environment

  • Experience prioritizing deliverables

  • Must be willing and able to work a flexible schedule required, some nights, weekends and holidays 

Desired Skills:

  • 5 or more years of experience working in a production support environment

  • Ability to read log files – Using Splunk, highly desired

  • Experience with Introscope, Gomez (Dynatrace) and other monitoring tools – AppDynamics, Catchpoint

  • Ability to write simple queries

  • Ability to lead triage calls

  • Excellent verbal and written communication skills

  • Ability to work independently or as a team Player

  • Ability to work under pressure

  • BMC Remedy

  • Problem Solving

  • Analytical skills

  • Ability to multi-task

  • Excel, PPT, One Note

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Role Summary:  The Level 2 Production Services Lead (Online Banking) 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 / Call Leader) 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 in BMC Remedy. 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; provide the right context and executive summary/communications.

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, Production Governance, Triage, Associate Support, etc. The Production Services 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 troubleshooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in supporting new and existing equipment and software under moderate supervision. Resolves more complex issues. Works on problems of 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. Fully competent to work under general direction on complex projects usually on specific assigned problems. Interprets, evaluates and resolves issues pertaining to the functional operation of technology products. Awareness of business or function for which technical support is needed, retrieve business data, application metrics and volume trends for business reporting. Typically has 5 - 8 years of experience in IT or equivalent.

Required Skills:

  • 2 or more years of experience working in a production support environment

  • Experience prioritizing deliverables

  • Must be willing and able to work a flexible schedule required, some nights, weekends and holidays 

Desired Skills:

  • 5 or more years of experience working in a production support environment

  • Ability to read log files – Using Splunk, highly desired

  • Experience with Introscope, Gomez (Dynatrace) and other monitoring tools – AppDynamics, Catchpoint

  • Ability to write simple queries

  • Ability to lead triage calls

  • Excellent verbal and written communication skills

  • Ability to work independently or as a team Player

  • Ability to work under pressure

  • BMC Remedy

  • Problem Solving

  • Analytical skills

  • Ability to multi-task

  • Excel, PPT, One Note

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21076370

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Edward Paffendorf IV

Referral Bonus:

0