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Production Services Lead

Job Description:

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.

Job Description:

The position is supporting Remote Deposit Technology applications like MRD, RDSO, RDO, RDBC and TDC etc. UCAL applications. The role will manage our current support processes and procedures. It will actively improve and enhance our current production services to meet increasing business needs. It will proactively review production health status, design and implement proactive monitoring to prevent customer impacting issues from remote deposit applications. It will manage and review all changes impacting production environments to ensure stability. It will triage and communicate when any issues related to applications supported.

Job Specific Description:

CSOT Application Production Services provide production management services to Remote Deposit Technology business partners to ensure daily delivery of technology functions that serves those business lines.

Keep schedules, make tight deadlines, work timely and independently. The expectation is that this person will be responsible for day to day operations keeping the system healthy.

Send out timely and effective user communications.

Prioritize or engage management in situations when prioritization is a challenge.

Lead meetings and triage calls.

Identify incident root cause and corrective actions.

Implement automation and performance improvement.

Day to day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up

Production support experience is a must.

Must have excellent oral and written communication skills.

Experience with automation and simplification of tasks.

Work with senior management and stakeholders to identify problems, suggest solution and implement improvements.

Ability to communicate well to other members across the verticals.

Willing to work in shifts and on weekends

Hands on experience with Windows/UNIX and Shell Scripting

Hands on experience with Database (Oracle & SQL Server)

Experience in monitoring tools like Siteminder, Introscope, Splunk and AppDynamics

Required Skills:

Day to day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up

Production support experience

Must have excellent oral and written communication skills.

Experience with automation and simplification of tasks.

Work with senior management and stakeholders to identify problems, suggest solution and implement improvements

Ability to communicate well to other members across the verticals.

Strong knowledge of Windows, UNIX and Shell scripting.

Experience using AutoSys for JIL deployment and batch job monitoring.

Ability to run basic to complex queries in SQL/Oracle.

Deployment tools like Repliweb, HP DMA, Jenkins, UDeploy & Ansible.

Knowledge of Prod/Contingency patching process for supporting them during patch cycle.

Ability to multi-task and provide weekend support on a rotational basis.

Knowledge of ITIL framework including ITSM Incident, Change and Problem management.

Desired Skills:

Windows, Unix, MS SQL Server, Oracle, Java/J2EE, Weblogic,. NET, Change Management, Incident Management, Release Management, Problem management and Request Management



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