girl looking into her desktop
Back to search results

Production Services Specialist II

Richardson, Texas

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. Responsibilities include 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.

Job Description:

  • Manages a function or unit within the technology environment. Manages associates and makes all decisions on personnel actions including staffing, performance management and compensation decision-making.
  • Supports multiple systems through maintenance, modification, and problem resolution to support ongoing delivery of services and/or operations.
  • Manages multiple applications/ development projects, or single major complex initiatives if a small area of the development function. Coordinates resources across various applications, operations, or projects. Manages budget, monitors progress, and adjusts resources and priorities accordingly.
  • May provide expertise in determining the strategic technical direction and system architecture for initiatives. Provides input on policy issues. Typically requires 5-10 years of applicable experience.
  • Provides a single point of ownership and accountability for Production services. Owns, creates, and updates production roadmap
  • Establishing & maintaining relationship with service providers (CIO) and the LoB based on understanding of the customer and their drivers
  • Own the service review with CIO, Ops and LoB (service stability, outstanding faults, highlight any service improvements and discuss forward view for the multiple applications within portfolio
  • Be the single point of escalation point for any service disruption across their footprint of applications for both technology and business including handling escalations from Operations, Service Ops, CIO & Product partners as required and drive the issue to resolution with the relevant owner
  • Manages vendor relationships from a production support perspective for vendor supplied software and services within the portfolio 
  • Own capacity management for their portfolio and drive continuous service improvement and automation for their platforms
  • Utilize Application Metrics and Tech Leads to drive Service & Cost Improvements. Accountable for the cost of the service. Actively driving cost downwards and challenging increases through the management of TCOA. Publish regular dashboards on the services provided to all the stakeholders
  • Accountable for Permit to Operate - Accountable for the protection of the production service through sign-off of Changes to the production environment through the Change, Permit to Build (PTB) and the PTO processes
  • Owns problem management by ensuring the prioritization and driving of fixes across CIO, CTO, 3rd Parties and vendors. Engagement with Application Delivery teams for the delivery of code fixes &/ service improvements that require code change
  • Ensure Operational risks to the service are actively managed
  • Ensures production service meets GIS standards and operates within the enterprise framework (NPT, ARC etc)
  • Ensure the team has the required levels of subject matter expertise (in the form of tech leads) for the critical applications to avoid App Dev Dependency and achieve self-sufficiency. Achieve share-ability for the remaining applications with appropriate collaboration required from the App Dev Teams
  • Attend / Engage in CIO Leadership routines
  • Define & Share with CIO - escalation call tree for all Priority Incidents
  • Join triage calls, engage the right players (include vendors) and drive resolution of all business impacting incidents
  • Define the plan and execute to build domain / technical expertise for Support Manager, Leads and team members - to drive the triage effectively and reduce Level 3 dependency

Required Skills:

  • 5-10 years of applicable experience
  • Excellent communication skills so that they are comfortable speaking to a variety of teams and individuals, including technical resources, customers, and business partners at all levels
  • Strong time management and organizational skills to keep track of multiple problems at any one time. They need to know what the problems are, which teams and individuals are performing technical analysis, and who to escalate should resolution investigations stall
  • Excellent customer service and interpersonal skills with demonstrated history of building partnerships across all teams and levels
  • Strong self-starter with excellent analytical and problem-solving skills
  • A work history that demonstrates a strong ability to prioritize, multi-task and work independently
  • Prior work experience that required a consistent and impeccable attention to detail, accuracy and follow up
  • Proven effective communication and documentation of issues including those with business/client and technical impact
  • Ability to work effectively under pressure, adapting to unexpected events, responding well to change
  • Proactive ability to juggle multiple responsibilities and reprioritize tasks based on new information or shifting deadlines
  • Exemplary demonstrated work ethic and pro-active, ‘can do’ approach
  • Ability to handle highly sensitive, confidential, and non-routine information

Desired Skills:

  • Broad and Targeted Business Acumen.
  • Targeted and Specialized Technical Acumen relative to the Application Domain Supported
  • ITIL Certified
  • Comfortable working in a fast-paced environment where priorities and deadlines change
  • Ability to multitask and prioritize tasks with well-developed organization skills
  • Excellent time management skills with strong attention to detail
  • Ability to navigate in a constantly changing environment under tight deadlines with a high level of accuracy
  • Confidently interact with Senior Leaders
  • Prioritize work in a deadline intensive environment and work well under pressure

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. Responsibilities include 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.

Job Description:

  • Manages a function or unit within the technology environment. Manages associates and makes all decisions on personnel actions including staffing, performance management and compensation decision-making.
  • Supports multiple systems through maintenance, modification, and problem resolution to support ongoing delivery of services and/or operations.
  • Manages multiple applications/ development projects, or single major complex initiatives if a small area of the development function. Coordinates resources across various applications, operations, or projects. Manages budget, monitors progress, and adjusts resources and priorities accordingly.
  • May provide expertise in determining the strategic technical direction and system architecture for initiatives. Provides input on policy issues. Typically requires 5-10 years of applicable experience.
  • Provides a single point of ownership and accountability for Production services. Owns, creates, and updates production roadmap
  • Establishing & maintaining relationship with service providers (CIO) and the LoB based on understanding of the customer and their drivers
  • Own the service review with CIO, Ops and LoB (service stability, outstanding faults, highlight any service improvements and discuss forward view for the multiple applications within portfolio
  • Be the single point of escalation point for any service disruption across their footprint of applications for both technology and business including handling escalations from Operations, Service Ops, CIO & Product partners as required and drive the issue to resolution with the relevant owner
  • Manages vendor relationships from a production support perspective for vendor supplied software and services within the portfolio 
  • Own capacity management for their portfolio and drive continuous service improvement and automation for their platforms
  • Utilize Application Metrics and Tech Leads to drive Service & Cost Improvements. Accountable for the cost of the service. Actively driving cost downwards and challenging increases through the management of TCOA. Publish regular dashboards on the services provided to all the stakeholders
  • Accountable for Permit to Operate - Accountable for the protection of the production service through sign-off of Changes to the production environment through the Change, Permit to Build (PTB) and the PTO processes
  • Owns problem management by ensuring the prioritization and driving of fixes across CIO, CTO, 3rd Parties and vendors. Engagement with Application Delivery teams for the delivery of code fixes &/ service improvements that require code change
  • Ensure Operational risks to the service are actively managed
  • Ensures production service meets GIS standards and operates within the enterprise framework (NPT, ARC etc)
  • Ensure the team has the required levels of subject matter expertise (in the form of tech leads) for the critical applications to avoid App Dev Dependency and achieve self-sufficiency. Achieve share-ability for the remaining applications with appropriate collaboration required from the App Dev Teams
  • Attend / Engage in CIO Leadership routines
  • Define & Share with CIO - escalation call tree for all Priority Incidents
  • Join triage calls, engage the right players (include vendors) and drive resolution of all business impacting incidents
  • Define the plan and execute to build domain / technical expertise for Support Manager, Leads and team members - to drive the triage effectively and reduce Level 3 dependency

Required Skills:

  • 5-10 years of applicable experience
  • Excellent communication skills so that they are comfortable speaking to a variety of teams and individuals, including technical resources, customers, and business partners at all levels
  • Strong time management and organizational skills to keep track of multiple problems at any one time. They need to know what the problems are, which teams and individuals are performing technical analysis, and who to escalate should resolution investigations stall
  • Excellent customer service and interpersonal skills with demonstrated history of building partnerships across all teams and levels
  • Strong self-starter with excellent analytical and problem-solving skills
  • A work history that demonstrates a strong ability to prioritize, multi-task and work independently
  • Prior work experience that required a consistent and impeccable attention to detail, accuracy and follow up
  • Proven effective communication and documentation of issues including those with business/client and technical impact
  • Ability to work effectively under pressure, adapting to unexpected events, responding well to change
  • Proactive ability to juggle multiple responsibilities and reprioritize tasks based on new information or shifting deadlines
  • Exemplary demonstrated work ethic and pro-active, ‘can do’ approach
  • Ability to handle highly sensitive, confidential, and non-routine information

Desired Skills:

  • Broad and Targeted Business Acumen.
  • Targeted and Specialized Technical Acumen relative to the Application Domain Supported
  • ITIL Certified
  • Comfortable working in a fast-paced environment where priorities and deadlines change
  • Ability to multitask and prioritize tasks with well-developed organization skills
  • Excellent time management skills with strong attention to detail
  • Ability to navigate in a constantly changing environment under tight deadlines with a high level of accuracy
  • Confidently interact with Senior Leaders
  • Prioritize work in a deadline intensive environment and work well under pressure

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22090519

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Shannon Hansen [C]

Referral Bonus:

0

Street Address

Primary Location:
2380 PERFORMANCE DR, TX, Richardson, 75082