Description

Job Details

 

  • Day 1 onsite @ Cincinnati
  • 10+ years of solid experience in executing and managing application support
  • Must have experience in technologies, preferably hands-on; if not, a thorough understanding of technologies to drive teams and complex issues. Technologies such as JAVA, AWS, etc... Ability to troubleshoot and triage production issues or guide the team timely.
  • Strong understanding of ITIL concepts such as incident management, problem, change, and release management, preferably an ITIL certification.
  • Excellent business acumen to judge and prioritize the issues and drives the resolution to mitigate the business impact
  • Ability to drive production issue calls with technical and non-technical teams and drive resolution timely aligning to SLAs
  • Excellent communication skills with an ability to clearly articulate and communicate complex technical issues in simple business-friendly language. Ability to interact with senior leadership and present the high business impact issues
  • Experience driving outcomes through cross-functional teams
  • Good working experience or understanding of development methodologies such as agile and scrum; Ability to attend scrum calls and priority production fixes and drive the testing and release efforts.
  • Ability to prioritize high-impacting production issues and work with the relevant IT stakeholders to develop a fix and implement it into production
  • Prior experience with coordinating IT stakeholders, such as NOC teams, upstream & downstream teams, infrastructure teams, cloud teams, development/engineering teams, and change/release management teams
  • Prior experience with developing and presenting support metrics, issues trends, and queue management
  • Should have an eye for continuous improvements both from support processes and system improvements perspective

Key Skills
Education

Any Graduate

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