Ensure Root Cause Analysis of all reported issues are completed within timelines and implement permanent fixes to prevent re-occurrence. Coordinate and promote the effective functioning of incident/problem management activities across all support teams.
Numbers & Facts
Location
Aliso Viejo, CA
Salary
$54 Per Hour
Description
Summary:
Duration: 1 year
Responsibilities:
Coordinate and promote the effective functioning of incident/problem management activities across all support teams.
Contribute to the planning of application/infrastructure releases and configuration changes.
Ensure Root Cause Analysis of all reported issues are completed within timelines and implement permanent fixes to prevent re-occurrence.
Maintain a knowledge base of known support issues and resolutions.
Create and maintain an application support service catalogue in coordination with other internal application teams.
Ensure application monitoring mechanisms and performance tuning processes are in place.
Provide input to the implementation, backup, and roll-back plans.
Maintain good working relationships with internal departments and 3rd party vendors and hosting providers.
Create monthly performance reports and publish to stakeholders.
Handle critical customer escalations and manage appropriate stakeholder communications.
Organize, facilitate, and lead technical teams to resolve major incidents.
Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support.
Develop strategies to allow Application Support to manage resultant problems.
Mentor team members to become more effective in their roles and coach them on their career aspirations.
Requirements:
Extensive knowledge and experience in managing and triaging Production Support incidents and issues.
Experience working with distributed teams in different time-zones.
Strong commitment to quality and engineering excellence.
Ability to handle critical customer escalations and manage under highly stressful situations.
Strong communication skills.
High level of commitment, initiative, enthusiasm, and vision.
Excellent presentation and interpersonal skills.
Preferred Skills:
Experience in supporting enterprise customers.
Knowledge of appropriate software programs/modules.
Familiarity with operating systems and software platforms.
Understanding of Agile methods.
Knowledge base of customer domain and sub-domain where problems are solved.