Production / Technical Support V
Company: Insight Global
Location: Charlotte
Posted on: January 27, 2023
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Job Description:
**Glider: BOA-ProdTechSup-IV-V-1** Role 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. Required Skills 5 years of IT
experience in production support Excellent verbal and written
communication skills Oracle PL/ SQL Unix scripting Autosys
Java/J2EE Desired Skills 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 Strong influencer
facilitator and collaborator. Detail oriented and organized Must be
pro-active enthusiastic flexible results driven with attention to
detail Strong 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
Keywords: Insight Global, Charlotte , Production / Technical Support V, Other , Charlotte, North Carolina
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