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Production Services - Change and Incident Management

Charlotte, North Carolina;

Job Description:

Senior role that provides front-line support to end users responding to issues related to Incidents and Problem Management Governance for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.

This role is the key focal point for the customer/client/associate experience and owns restoring complex/major production incidents under tight Service Level Agreements and pursue root cause and problem resolution follow-up.

As a Production Services Specialist II your role and responsibilities will be:

  • Serve as hands on Subject Matter Expert and supports issue resolution (Priority 1, 2 & 3) and change implementations.

  • Ensures systems and applications meet/exceed performance, fault tolerance and availability metrics.

  • Assesses and suggests process improvements, enhancements and performance improvements.

  • Ensures Shift coverage and availability for on call/off-hour Supports changes and proactive monitoring.

  • Maintains documentation of issues and knowledge of production applications infrastructure.

  • Application Release and Deployment Support.

  • Facilitates Incident Management - creates incident tickets, work with other teams to troubleshoot and resolve incidents

Primary Skill

  • Java

Secondary Skill

  • Splunk

As a Production Services Specialist II your skills and qualifications will ideally include:

  • Knowledge of Java / J2EE and Middleware API technologies (SOAP/REST)

  • Understanding of Webservers (Examples: JBOSS, TOMCAT, IBM WebSphere)

  • Understanding of SQL/RDBMS principles using any DB (examples: Oracle/DB2)

  • Understanding networking and load balancing principles

  • Sound working knowledge of Ms-Office Effective Communication – Clear, Concise & Ability to articulate Problem/Solution to audiences of varying technical/business backgrounds

  • Should be able to lead conference calls with technical and business users

  • Good documentation skills

  • Required to close tickets and/or send updates/reports to various stakeholders

Desired Skills

  • B.S / B.A. / MS / MA

  • Java frameworks – Spring, Hibernate, Ibatis, SpringBoot

  • UNIX Scripting

  • IBM MQ Messaging

  • Application Performance Monitoring tools (Splunk, AppDynamics).

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Senior role that provides front-line support to end users responding to issues related to Incidents and Problem Management Governance for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.

This role is the key focal point for the customer/client/associate experience and owns restoring complex/major production incidents under tight Service Level Agreements and pursue root cause and problem resolution follow-up.

As a Production Services Specialist II your role and responsibilities will be:

  • Serve as hands on Subject Matter Expert and supports issue resolution (Priority 1, 2 & 3) and change implementations.

  • Ensures systems and applications meet/exceed performance, fault tolerance and availability metrics.

  • Assesses and suggests process improvements, enhancements and performance improvements.

  • Ensures Shift coverage and availability for on call/off-hour Supports changes and proactive monitoring.

  • Maintains documentation of issues and knowledge of production applications infrastructure.

  • Application Release and Deployment Support.

  • Facilitates Incident Management - creates incident tickets, work with other teams to troubleshoot and resolve incidents

Primary Skill

  • Java

Secondary Skill

  • Splunk

As a Production Services Specialist II your skills and qualifications will ideally include:

  • Knowledge of Java / J2EE and Middleware API technologies (SOAP/REST)

  • Understanding of Webservers (Examples: JBOSS, TOMCAT, IBM WebSphere)

  • Understanding of SQL/RDBMS principles using any DB (examples: Oracle/DB2)

  • Understanding networking and load balancing principles

  • Sound working knowledge of Ms-Office Effective Communication – Clear, Concise & Ability to articulate Problem/Solution to audiences of varying technical/business backgrounds

  • Should be able to lead conference calls with technical and business users

  • Good documentation skills

  • Required to close tickets and/or send updates/reports to various stakeholders

Desired Skills

  • B.S / B.A. / MS / MA

  • Java frameworks – Spring, Hibernate, Ibatis, SpringBoot

  • UNIX Scripting

  • IBM MQ Messaging

  • Application Performance Monitoring tools (Splunk, AppDynamics).

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22057538

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Pamela Nichols [C]

Referral Bonus:

0