| App Support Manager at Chicago, Illinois, USA |
| Email: [email protected] |
| From: Anu Bandi, w3global Inc [email protected] Reply to: [email protected] Hi Role: App Support Manager(Support and Maintenance Services, JAVA & Microservices Apps) Location: Chicago, IL (5 days work from office) Description Duraion: Long Term Job Description: Job Purpose: This hands-on role is needed to build and manage a team responsible for providing application support for a critical application built on JAVA, AWS, and Microservices technologies. This role will oversee the L2 and L3 support located at onshore and offshore locations and running operations in a 24/7 environment for a global customer. This role is responsible for developing SLAs/KPIs/Metrics based framework to monitor the effectiveness of support operations and control risks in a proactive manner while ensuring application meets all compliance and audit requirements. The service delivery lead provides full leadership and supervisory responsibility for the onshore and offshore support team. This role will be a leadership role that will provide operational/service leadership and direction to the onshore and offshore team(s). Responsibilities : Establish an application support team that supports JAVA, No-SQL & AWS technologies Production issues triaging between JAVA application support team, AWS Infra, and Engineering teams to resolve SLA issues. Follow up with Production Support team for all issues and RCA Keep track of all recurring issues and ensuring that recurring problems are fixed strategically at the application level Keep track of the amount of work required on application support and reduce technical debt. Provide L2 & L3 support with help from the support team Release and deployments to production environments. First line of defense for the application support team and for users/ops team where they need help that requires more analysis Should provide signoff on each release to the change/release management team Oversees ITIL/ITSM process for technical issue escalation; prioritizes technical issue resolution. Ability to drive Root Cause Analysis, Post Incident Reviews with customers & following up of improvement areas proposed. Ensures resource gaps are addressed as a priority to avoid business service disruption. Oversees resolution of major system outages ensuring communication to interested parties through major incident management process & bridge call handling Start of day checks, continuous monitoring, and onsite-offshore hand-over. Provides technical oversight across systems and applications; leverages skills across apps support area. Active involvement in and ownership of support items, covering stability, efficiency, and effectiveness initiatives. Applies good understanding of concepts and procedures within own apps support area to resolve issues. Provides evaluative judgment based on the analysis of factual information in complicated and unique situations. Participate in application releases, from development, testing, and deployment into production Knowledge transfer, project hand-over take over the process, and post-deployment support experience Perform post-release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation. Persuades and influences others through strong communication and diplomacy skills; may negotiate with external parties; excellent customer management and customer communication skills. Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations, and other personnel actions Ability to apply ITIL based continuous service improvements concept Shift left, automation, work elimination, preventive maintenance Running daily, weekly, monthly support review calls with internal and customers SLA Management, Metrics / KPI development to drive a higher degree of customer satisfaction Experience: 5+ years of experience in managing JAVA based application support teams 2+ years of experience in AWS environment 7+ years of experience with ITIL/ITSM methodologies Strong technical knowledge, SDLC, and software development background is a plus. Sound understanding of technical IT issues to enable discussions with internal and external technical specialists Extensive experience in all aspects of product /applications support to users in a customer-focused environment Must have experience working with real-time monitoring systems Consistently demonstrates clear and concise written and verbal communication skills Must show confidence in all communications so that key stakeholders are not doubtful of the information being communicated Effective prioritization skills and high energy. Good interpersonal and communication skills, great teammate Issue tracking and reporting using tools Effectively share information with other support team members and with other technology teams Keywords: information technology Illinois |
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| Thu Oct 19 20:44:00 UTC 2023 |