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Production Services Lead, Core Technology Infrastructure

Charlotte, North Carolina

Job Description:

Position Summary

Participates in production application support. Responsible for components of complex engineering and/or analytical tasks and activities. Assists in establishment of input/output processes and working parameters for application/hardware compatibility and coordination of subsystems design and integration of total system. Serves as a fully seasoned/proficient application resource; provides tech knowledge and capabilities as team member and individual contributor. Will not have direct reports but will influence and direct activities of a team related to special initiatives or operations.

Job Description

Position requires the oversight and management of day to day production operations for the ATM Channel.  Responsible for handling the most difficult or advanced technical problems denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only working as an Level  3 support services personnel, but also responsible for supporting various cross functional production services activities including triaging, incident and problem management, change and release management support, as well as participation in Operational Readiness/Permit to Operate processes. A Production Stability resource will engage in research and development of solutions to new or unknown issues that may include escalating change and remediation activities to appropriate vendor or other internal development teams. Additional focus and hands-on with assessing business impacts and pursuing exhaustive follow-up actions for short term tactical and long term strategic prevention and remediation to ensure on-going operational stability. Resources will summarize and report the effects of any operational instability to stakeholders and senior management. Relentless follow up of tactical and strategic operational stability initiatives is the basic tenet that drives the role.  Be able to perform in-depth analysis on production issues.  This team provides 365x24x7 support for technology and application centric incidents. This position will require a hybrid of skill sets including fundamental understanding of application and JAVA environments.  The individual should function well under pressure and be skilled at providing managerial non-technical summaries to senior managers.

Primary Skill

  • Java

Secondary Skill

  • Splunk

Tertiary Skill

  • C++

Required Skills

Skills:
  •   ATM Software Knowledge

  • Familiar with Analyzing ATM Logs or equivalent

  •   ATM Hardware Knowledge

  • JAVA Knowledge Cloud Infrastructure

  • Understanding Application code and programs

Desired Skills

  • Splunk Knowledge

  • Database Knowledge

  • Scripting

  • Tandem

  • Base24

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 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

Participates in production application support. Responsible for components of complex engineering and/or analytical tasks and activities. Assists in establishment of input/output processes and working parameters for application/hardware compatibility and coordination of subsystems design and integration of total system. Serves as a fully seasoned/proficient application resource; provides tech knowledge and capabilities as team member and individual contributor. Will not have direct reports but will influence and direct activities of a team related to special initiatives or operations.

Job Description

Position requires the oversight and management of day to day production operations for the ATM Channel.  Responsible for handling the most difficult or advanced technical problems denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only working as an Level  3 support services personnel, but also responsible for supporting various cross functional production services activities including triaging, incident and problem management, change and release management support, as well as participation in Operational Readiness/Permit to Operate processes. A Production Stability resource will engage in research and development of solutions to new or unknown issues that may include escalating change and remediation activities to appropriate vendor or other internal development teams. Additional focus and hands-on with assessing business impacts and pursuing exhaustive follow-up actions for short term tactical and long term strategic prevention and remediation to ensure on-going operational stability. Resources will summarize and report the effects of any operational instability to stakeholders and senior management. Relentless follow up of tactical and strategic operational stability initiatives is the basic tenet that drives the role.  Be able to perform in-depth analysis on production issues.  This team provides 365x24x7 support for technology and application centric incidents. This position will require a hybrid of skill sets including fundamental understanding of application and JAVA environments.  The individual should function well under pressure and be skilled at providing managerial non-technical summaries to senior managers.

Primary Skill

  • Java

Secondary Skill

  • Splunk

Tertiary Skill

  • C++

Required Skills

Skills:
  •   ATM Software Knowledge

  • Familiar with Analyzing ATM Logs or equivalent

  •   ATM Hardware Knowledge

  • JAVA Knowledge Cloud Infrastructure

  • Understanding Application code and programs

Desired Skills

  • Splunk Knowledge

  • Database Knowledge

  • Scripting

  • Tandem

  • Base24

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 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-21079456

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Taimour Khan

Referral Bonus:

0

Street Address

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