Production Services Lead

job summary:

• Looking for an experienced production support resource
• Self-Driven Person / Independent Worker / Willingness to Collaborate
• Initiate incident resolution & prioritization
• Update, track, report & maintain incident status
• Triage incident resolution by working with stakeholders
• Ability to solve production down situations under tight SLA deadlines
• Root cause analysis and problem resolution follow-up
• Excellent spoken and written English complete with clear oral communication skills
• Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools
• Should know Oracle PL/ SQL ,Unix, scripting ,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.

• 5+ years of IT experience in production support
• Excellent verbal and written communication skills
• Oracle PL/ SQL ,Unix, scripting, Autosys
• Java/J2EE

• Experience with Workday
• Experience using Autosys
• Experience with Open Text
• Experience with ETL tools like Informatica
• Automation skills to reduce manual activities
• Proven team player who can work comfortably in a multicultural environment
• Proven ability to work independently, multi task and effectively work in a complex environment with a global team structure
• Excellent verbal and written communication skills; influencer, facilitator, and collaborator.
• Detail oriented and organized
• Must be pro-active, enthusiastic, flexible, results driven with attention to detail
• Problem solving and critical thinking skills
• Motivation to achieve results and the ability to quickly integrate into teams
• Ability to work in an ambiguous environment and draw and defend results and conclusions
• Ability to work in a dynamic and team oriented environment
• Ability to balance a significant workload, prioritize and multitask
• Ability to work in non-contiguous shifts including the potential for weekend work
• Coachable and open to feedback
• Robust facilitation skills and situational awareness
• Ability to drive continuous improvement through transparency and learning
• Requisition Comments

• 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.

• Experience level: Experienced
• Minimum 10 years of experience
• Education: Bachelors