Lead I - Production Support
UST
Heredia, Heredia, Costa Rica
hace 4 días

Role Proficiency :

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

Outcomes :

  • Lead and prioritise the Application Support team’s work load
  • Co-ordinate and promote effective functioning of problem management activities across all support teams
  • Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
  • Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence
  • Create and maintain knowledge base of known support issues and resolutions
  • Create and maintain application support service catalogue in coordination with other internal application teams
  • Create application monitoring mechanisms and performance tuning processes
  • Provide input for implementation backup and roll-back plans
  • Create daily and weekly status reports; publish to stake holders
  • Should be able to handle critical customer escalations
  • Lead technical teams in working towards resolving major incidents
  • Understands departmental and company policies procedures and business practices
  • Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles
  • Measures of Outcomes :

  • Adherence to engineering process and standards
  • Ensure that tickets / incidents are fixed by all the resources in team within allotted time frame
  • Timely publication of reports and metrics to stakeholders
  • Handling of critical escalations
  • Adhere to SLAs where applicable
  • of tickets or incidents fixed

    of non-compliance issues

  • Productivity standard of the project
  • of reusable components or documents created

  • Participation in Knowledge Transfer to ensure better grasp of product
  • Completion of all mandatory training requirements
  • Outputs Expected : RCA :

    RCA :

  • Ensure Root Cause Analysis is performed for all issues as defined by the project
  • Issue Resolution :

  • Provide technical solution for resolving high priority and severity incidents
  • Maintenance :

  • Responsible for application upgrades and troubleshooting post upgrades in general maintenance of the entire system
  • Best Practices :

  • Create Incident Management best practices and ensure team adherence
  • Innovative Value-adds :

  • Responsible for identifying and developing innovative value adds that benefit the project / customer / organization
  • Escalations :

  • Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.
  • Skill Examples :

  • Extensive knowledge / 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 take on new challenges and explore new technology / tools
  • Strong communication skills
  • Able to work in a high paced dynamic and culturally diverse environment
  • High level of commitment initiative enthusiasm and vision
  • Excellent presentation and interpersonal skills
  • Prioritize workload providing timely and accurate resolutions
  • Knowledge Examples :

    Additional Comments :

    None

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