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Production Support Manager

Titel: Production Support Manager
Vertragsart: Permanent
Location: Saint Petersburg, Florida
Branche:
Gehalt/Honorar: Negotiable
Beginn: ASAP
Ref: 018394DME_1593611365
Name des Kontakts: Daryl Medlin
Kontakt via E-mail: Daryl.Medlin@ojassociates.com
Veröffentlicht am: etwa 1 Monat

Stellenbeschreibung

Responsible for the following areas: Change Management, Assigned Projects, Configuring Server Environments for Applications in Production and UAT, Software Testing, and Production Support. Your team's responsibilities include responding to production issues, daily application maintenance, incident resolution and process improvement, disaster recovery activities, application monitoring strategy, and overall application stability.

Summary:

As Production Support Team Lead you will be supervising staff that are responsible for the following areas: Change Management, Assigned Projects, Configuring Server Environments for Applications in Production and UAT, Software Testing, and Production Support. Your team's responsibilities include responding to production issues, daily application maintenance, incident resolution and process improvement, disaster recovery activities, application monitoring strategy, and overall application stability. You will participate in and drive production outage resolution, ensuring the right support staff are engaged and executive communications are sent, be responsible for team and application metrics and the quality of the data supporting them. Applications in this portfolio may include a combination of in-house developed, locally hosted, and SaaS systems.

Essential Duties/Responsibilities:

  • Become a system SME and drive Incident Management resolution/engagement
  • Collect and analyze system and process metrics
  • Identify, report and aid in the diagnosis and resolution to problems with production job execution
  • Coordinate with end users, IT personnel, and vendors in planning and executing changes to the production schedule
  • Update and maintain documentation on Production Control processes
  • Produces monthly reports on production processes
  • Drive improvements to production processes
  • Interpret written business requirements from PMO and technical specification documents to design and develop technical solutions that meet business needs
  • Collaborate with IT and Business partners to design, develop, and troubleshoot end to end technical solutions/automations
  • Investigate, analyze and document reported defects - raising issues as appropriate
  • Effectively manage a queue of incidents/problems/changes in our ITSM system
  • Perform maintenance of developed automations/scripts
  • Create and maintain technical documentation and work instructions for helpdesk team members

Supervisory Responsibilities:

  • The position will have supervisory responsibilities
  • The position receives guidance with respect to overall objectives
  • Some of the work is completed independently within corporate or department policy guidelines to achieve assigned objectives

Competencies:

Performance criteria shall include achievement of tasks set out in the position description, annual major objectives, and the completion of special assignments including:

  • Building Rapport
  • Client/Customer Awareness
  • Interpersonal Relations
  • Integrity
  • Listening Skills
  • Organizing/Planning Ability
  • Personal Work Ethic
  • Analytical Skills

Required Skills:

  • Strong attention to detail and documentation
  • Strong time management, organizational and priority setting skills
  • Strong interpersonal/verbal and written communication and typing skills
  • Excellent customer service skills
  • Ability to analyze information and develop a comprehensive work plan
  • Ability to work calmly and successfully under pressure
  • Ability to work in a fast-paced team-oriented environment
  • Must be physically able to lift or move items up to 50 pounds

Education and/or Experience:

  • Bachelor's Degree in Information Technology or equivalent combination of four years of IT education and work experience
  • Five years of relevant work experience related to Production Control/Operations
  • Demonstrated time management, organizational and priority setting skills
  • Demonstrated interpersonal/verbal and written communication skills
  • Demonstrated success in a Fast-Paced, Team oriented environment

Preferred knowledge requirements:

  • Knowledge of Service Now or other ITSM tool
  • Knowledge in Monitoring tools such as SolarWinds or OmniCenter
  • Knowledge of RDMS (like SQL Server)
  • Microsoft/ITIL/DevOps Certified
  • Experience with C#, VB Script, Batch script, and/or PowerShell
  • Experience with EDI automations
  • Knowledge of Windows 2012 R2 or above operating systems
  • Knowledge of networking concepts to troubleshoot system issues (OSI model)
  • Experience in Insurance industry preferred
  • Hands-on experience w/ automating manual processes
  • Team Player with willingness to collaborate beyond immediate team and work with key partners in peer IT