Team lead exp needed – 3-5 years of team lead exp but not of developing but in production support
They might do some minor development for fixing issues
Lead a team of 3 right now. – 2 contractors and 1 employee
This is on web application side
Need very good java exp, soap UI, app dynamics, REST, API clients etc.
They need good SQL experience
Do not need insurance
They will be in charge of level 2 support
If they were a solid programmer analyst or business system analyst at one time that would be great
CRM exp is a plus as they are moving to a CRM
Should be able to train in new things
They will be taught Client business systems
Strong leadership skills
Someone who can really keep pushing and get the work done
Not too many extra hours needed right now but it can happen as this is a production support role. They have rotating schedule.
Job Description Overview The 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 Competencies Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients Additional Competencies for managers: Strategic Planning, Talent Development, Leadership Skill Qualifications Required:
Excellent understanding of the Client's business, business processes, and business usage of systems
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 Client's 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 Qualifications
Required:
BS or BA with emphasis in computer science, information systems
10o r 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
