Production Support Team Lead

Company: Experis
Location: Hartford
Posted on: March 18, 2023

Job Description:

Hybrid role - Wednesday and Thursday onsitePay Range: $104,500 to $134,450Location: New Haven, CT OverviewThe Production Support Team Lead assists the Production Support Manager in leading a team of analysts and programmers who provide Level 2 support for all applications. The Production Support Team Lead must have an enterprise view of all systems, how they interface, and how they impact both internal and external customers and ensure that incidents are resolved or escalated in accordance with service level agreements.Core Responsibilities

• Lead the staff and operations for assigned area, including resource management and performance appraisals. Ensures adherence to company policy.
• Train or provide appropriate training and development for employees; provide direction, coach, provide feedback and support, counsel and motivate employees. Foster a positive, supportive, and fun work environment while providing opportunity for team members to try new roles and take on new responsibilities.
• Understand the overall technology landscape including the batch schedules, system integration points, interfaces, dependencies, and business impact.
• Assist the Manger with Triage of incoming incidents and dispatch them to appropriate staff for resolution.
• Communicate with external vendors to resolve incidents that involve them.
• Work with Solution Managers and Service transition to ensure smooth transition from development to production support.
• Assist with management of the incident tickets assigned to level 2 support.
• Escalate to level 3 support when appropriate.
• Identify and document incident resolutions which can transitioned to level 1 support.
• Ensure that incidents are resolved within Service Level Agreements.
• Regularly review incidents for trends and patterns and make recommendations further action including retraining, problem management, or process improvements.
• Partner with Subject Matter Experts on identifying improvements (people, process, tools) aimed at increasing the effectiveness and efficiency of support activities with a goal of improving time to resolution.
• Report promptly to management and business partners regarding critical outages until resolution.
• Perform job responsibilities of programmer analyst, business analyst, test analyst, and/or business systems analyst as it relates to incidents. This includes analysis, requirements clarification with the business, gap analysis, programming, testing, and implementation of fixes/small enhancements.
• Ensure that all changes to the staging and production environment are brought through change control, managed in alignment with policy and that the process to define standard change templates is leveraged and followed.
• On-call and/or after-hours work is required. Essential CompetenciesProfessionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and ClientsAdditional Competencies for managers: Strategic Planning, Talent Development, LeadershipSkill QualificationsRequired:
  • Excellent oral and written communication skills
  • Ability to remain calm under pressure
  • Strong leadership skills
  • Strong interpersonal, collaboration, and problem-solving skills
  • Proven experience managing multiple competing priorities simultaneously, strong prioritization and time management skills, self-directed result-oriented
  • Driven to understand bugs/issues and enjoy triaging
  • Ability to triangulate problem areas from different data sources
  • Ability to think quickly and decisively Systems/Technical Knowledge:
    • Technical understanding of the digital platform, cloud applications, web services, server-side components and APIs
    • Understanding of REST & SOAP Web Service, SoapUI, REST API clients, App Dynamics
    • Java, J2EE, Hibernate, Java Persistence API (JPA)
    • Technical understanding of systems, interfaces, and dependencies
    • Data analysis skills including ability to perform intermediate SQL queries
    • Competency in Microsoft applications including Visio, Word, Excel, PowerPoint and Outlook
    • Either Programmer Analyst background or Business Systems Analyst background in java or open systems. Education and Experience QualificationsRequired:
      • BS or BA with emphasis in computer science, information systems
      • 10 or more years related work experience Key Leadership Behaviors
        • Sets a clear strategic direction
        • Adapts to change quickly
        • Fosters mutual trust
        • Follows through on actions, promises, and assignments
        • Demonstrates high ethical standards
        • Lives, leads, manages, and works with integrity
        • Accepts responsibility for own actions
        • Leverages the strengths of each team member
        • Treats others with respect and empathy
        • Creates a working environment that motivates high individual performance Physical Demands Must be able to remain in a stationary position for a majority of the workday.
          

Keywords: Experis, Hartford , Production Support Team Lead, Professions , Hartford, Connecticut