| Duties & Responsibilites : | Essential Accountability:
- Develop an effective incident management process with ticket management and escalation.
- Document all accountabilities in a responsibilities matrix for the major activities in the software development lifecycle.
- Streamline the support process through the development of process automation in a consistent and repeatable workflow engine.
- Audit all current monitoring for effectiveness, document gaps, and develop new monitoring processes for known deficiencies in the capacities of system health, synthetic testing, regional testing, real user performance management.
- Develop a change management process which includes a change ticket
- template, approvals, change advisory board, and change metrics.
- Develop a metrics dashboard that is updated frequently to show application availability, performance, issues/outages, customer pain, and key projects.
- Streamline application deployments through introducing install packaging and release engineering process.
OTHER REQUIRED ACCOUNTABILITIES:
- Mentor team of Engineers in troubleshooting routine product issues (Incident Tracking and Resolution).
- Mentor, grow team members and improve overall team efficiency.
- Demonstrate a hands on approach to leadership and fill in gaps that exist during critical customer outages and situations.
- Recommend new technology products (hardware, software, disaster recovery) that can be leveraged as part of the software development lifecycle.
- Participate as an active member of in the software development lifecycle, through attending new feature requirements reviews and developing leading edge processes to support these new product enhancements.
- Act as the primary business liaison to the business segment, through facilitating communication between Development, QA, Product Management, Technical Operations and Segment business leaders on new product releases, technical outages, and routine maintenances (hosting moves). Superb communication and presentation to key business stakeholders are instrumental.
- Develop, facilitate and maintain best of breed product support tools including run books, monitoring, and knowledge bases to aid in the product support process.
KNOWLEDGE, EDUCATION & EXPERIENCE:
- Technical degree in computer science, engineering or equivalent business degree and a minimum of 4 years professional technology experience is required. Masters Degree Preferred.
- 2+ years business management experience.
- Demonstrated ability of delivering software projects to production and supporting those project effectively.
- Ability to manage a 24 by 7 support organization through multiple global regions.
- Extremely effective communication and presentation skills across all levels in the organization.
- Strong management, project management (PMP Certification a plus), and leadership skills.
- Ability to collaborate with product management, development, Technical Operations, and business segment marketing teams on every day projects.
- Experience working in the Financial industry is a plus. |
