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Production / Technical Support V

Company: Insight Global
Location: Charlotte
Posted on: January 27, 2023

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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