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Production Support Lead (Java /.NET) - Core Technology Infrastructure

Richardson, Texas;

Job Description:

Role Summary:  Provide technical expertise to facilitate investigation of complex technical issues. Uses technical knowledge to provide solutions to complex issues in a timely and efficient manner. Possesses strong understanding of technical and subject matter expertise that can be leveraged to identify and resolve issues in a timely fashion. Drive investigation of Incidents and corrective action follow-ups using an ITIL standards based methodology. Participate in formal and informal Post Problem Event Reviews, coordinates delivery dates, define action items, and pursue issues to closure for problems that occurred for all P1, P2, or P3 client impacting incidents. Ensures that all stakeholders are sufficiently involved in the Problem Management process.  Participate in weekly problem management meetings and assist reviewing root cause and corrective actions. Contributes metrics based reporting on the production and/or pre-production environment. Keep current with emerging technologies and lead implementation efforts as applicable.

Primary Skills:

  • Java and/or .NET application support/development experience  

  • Web Services (SOAP, REST etc.)  

  • Windows Services experience  

  • RDBMS experience (SQL Server, Oracle or DB2 etc.)  

  • Hands on experience with Splunk,  

  • Experience in a Production Support role – Flexible to periodically work on shifts/ on call support model.  

  • Capable of working in high pressure situations.  

Desired Skills:

  • IBM DataStage or any ETL platform experience – Ability to troubleshoot production issues, review job logs and remediate job failures.  

  • AppDynamics 

  • Excellent communication skills and ability to understand customer based requirements and expectations. Strong documentation skills. Highly effective at driving process improvement based on lessons learned analysis.  

  • Autosys  

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:

Role Summary:  Provide technical expertise to facilitate investigation of complex technical issues. Uses technical knowledge to provide solutions to complex issues in a timely and efficient manner. Possesses strong understanding of technical and subject matter expertise that can be leveraged to identify and resolve issues in a timely fashion. Drive investigation of Incidents and corrective action follow-ups using an ITIL standards based methodology. Participate in formal and informal Post Problem Event Reviews, coordinates delivery dates, define action items, and pursue issues to closure for problems that occurred for all P1, P2, or P3 client impacting incidents. Ensures that all stakeholders are sufficiently involved in the Problem Management process.  Participate in weekly problem management meetings and assist reviewing root cause and corrective actions. Contributes metrics based reporting on the production and/or pre-production environment. Keep current with emerging technologies and lead implementation efforts as applicable.

Primary Skills:

  • Java and/or .NET application support/development experience  

  • Web Services (SOAP, REST etc.)  

  • Windows Services experience  

  • RDBMS experience (SQL Server, Oracle or DB2 etc.)  

  • Hands on experience with Splunk,  

  • Experience in a Production Support role – Flexible to periodically work on shifts/ on call support model.  

  • Capable of working in high pressure situations.  

Desired Skills:

  • IBM DataStage or any ETL platform experience – Ability to troubleshoot production issues, review job logs and remediate job failures.  

  • AppDynamics 

  • Excellent communication skills and ability to understand customer based requirements and expectations. Strong documentation skills. Highly effective at driving process improvement based on lessons learned analysis.  

  • Autosys  

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-21080346

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kimberly Rohn

Referral Bonus:

0