Job description

Role: Production Support Lead

Location: Howell, NJ/Montebello, NJ

Experience: 10+ years

Duration: Long Term Contract

Responsibilities

Lead the Production Support Team in managing, triaging, and assisting with support tickets

Provide front line technical support to end users responding to issues related to Problem/Incident

Management, Data platforms, Reports, and related job monitoring related to issues

Solve issues adhering to established SLA deadlines

Root cause and problem resolution follow-up

Debug and fix issues by analyzing VBA macros, excel reports, complex SQL queries, stored procedures, and

SSIS and SSAS cubes.

As a part of L1 & L2 support team provide stand-by out of hours support on rotational basis

Experience in managing offshore Production Support teams and provide leadership in the Production

Support topics

Look for efficiency improvement in & productivity savings Drive & live by the culture of innovation

resulting in highly efficient team and improving operational efficiency

Work closely with Technology Engineering Teams, Development, Testing and L3 Support Teams in resolving

Production Support issues/tickets.

Communicate with all lines of business and management the overall status and health of the Production

Support, contribute to automation, causal analysis, develop shared/common solutions, proactively identify

cross functional or technical issues

Interact with clients and demonstrate empathy to situations and challenges

This is a great opportunity for someone with good data analyst, data engineering and project management

skills and can demonstrate flexibility

Strong data management acumen, communication and presentation skills

Required Skills:

Bachelor's Degree or master’s degree in Computer Science, Mathematics, Statistics.

7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support, Data Analyst)

Ability to write good SQL for data analysis must – experience in MS technologies such as MS SQL, VBA Excel

and Excel Macros

Nice to have SSIS/SSRS/SSAS

Nice to have Azure experience.

Experience in Customer Support must

Experience with managing production support teams is a must have

Exposure to sensitive data management is a plus

Self learner and ability work independently is a must

Experience of handling various production support roles (technical – L1/L2) and hands-on experience in

using at least 2-3 widely used monitoring / scheduling tools

Experience troubleshooting, analysis, research and resolution using advanced query, programming skills,

conduct root cause analysis, and identify mitigations/risk

Experience with Real-time problem solving, triaging of issues impacting technical services

(application/reports) to customers and partners in a timely manner while keeping everyone involved

informed of significant progress or challenges while the issue/ticket is been worked on

Ability to assess initial severity, assign priority, gather impacts, and engage support teams, and escalate as

necessary to ensure timely resolution of issues/tickets

Experience with on call support for triaging problems, coordinating with various support teams across the

organization and carryout activities related to incident and problem management

Ability to suggest, implement ideas for enhancing the customer experience and implement best practices

to optimize production support tasks/activities

Flexible to work for extended hours and on weekends as needed to handle high priority issues

Experience in managing Offshore Production support teams

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

Ability to deal with complex information, processes and relationships to derive a simple solution

Good ability to navigate ambiguity and quickly establish credibility

Excellent spoken and written English complete with clear oral communication skills

Experience in Change management and Incident management tools

Desired Skills:

Previous experience on an IT Application support team that provided front line technical support to end

users responding to issues related to Problem/Incident Management, Release/Deployment, Operational

Readiness, Application Monitoring, Production Governance related to issues in the data management

areas

Working experience in SDLC processes using Agile Methodologies

Exposure to Healthcare industry

Job Type: Contract

Salary: $40.19 - $65.73 per hour

Schedule:

• 8 hour shift

Work Location: One location

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