As a Senior Production Support Lead you will predominantly be involved in supporting high visibility applications including administrative platforms and reporting systems. You'll stretch your skills and grow your career as a leader. This is a unique role where your efforts will make an impact across different teams within the organization. The following points depict the important roles and responsibilities of a Senior Production Support Lead: Roles & Responsibilities: - Troubleshoot incidents as we encounter them. Figure out root causes of problem tickets and implement long-term, permanent fixes so that we do not encounter similar issues again and again. - Collaborate with Engineering and Sustaining teams so that we can design our systems for better resilience and maintainability. That way, we can pre-empt issues even before we encounter them. - Automate existing processes so that we gain an order of magnitude efficiency and effectiveness gains. - Build & manage a high-performance team of bright engineers. Lead by example through technical thought leadership and flawless execution. - Ensure troubleshooting skills and capability of the team is improved which can be quantified with the no of incidents that the team can resolve independently.- - Accountable and technical owner for ensuring OPS readiness for new modules that need to be supported from various angles like monitoring, adequate technical onboarding training and preparedness to handle incidents. - Drive various automation initiatives and ensure efficiency improvement by automation of manual/routine tasks/ SOP. Decrease turnaround times, streamline work processes and work cooperatively and jointly to provide quality seamless customer service. Develop, enhance and maintain various tools in this regard. - Take up current monitoring two notches higher with his self-expertize and ensure operations team to be able to detect all critical issues before the customer. - Provide management of On-call support for 24x7 coverage - Ensure systems stay running in a stable state and are meeting SLA requirements. - Set and maintain alerts within application monitoring software to ensure performance anomalies are reported immediately - Review new issue items (problems, incidents) assigned to the development group and ensure that sufficient information is available with each ticket to proceed with analysis and resolution - Assign tickets to team members or to another group when applicable - Coordinate business approval of production migrations - Facilitate the hand-off of new release functionality from the development team to the Production Support team Key Skills: - 3 to 10 years of experience in Application production support environment with an ability to solve complex problems. - Adept on Linux platform - Programming experience in PHP, Python - Exposure to Networking, load balancers, Messaging Queue and strong database fundamentals (MySQL, MsSQL, Cassandra), AWS, Kafka - Deep knowledge of Incident and problem management.
Our company is a niche bolt-on supply-chain software provider that provides highly customizable, optimization-enhanced WMS functionality. The team is high impact and highly intelligent and recognized as one of the best installation and support organizations. This is a challenging role that requires the ability to quickly get software back up and running, gather needs, understand a wide range of factors and then quickly configure the software for a conference room pilot. Once this is complete it may be necessary to travel to a client site to install and train – but travel is generally less than 5-10%. The software is highly reliable so the majority of support is expanding the configuration to unleash additional functionality or answering questions such as "why did the software do that?" An important task is to help customers recognize more value from their SaaS investment through on-line training, monitoring, and control. Summary of duties---Advanced troubleshooting and configuration for mission-critical supply chain applications • Manage and track incidents and make sure they are worked expeditiously. • Perform staff scheduling to ensure Service Desk coverage • Provide training to small groups or individually, and through written documentation FAQ’s, and “how to” documents. • Monitor and drive metrics related to call resolution and hold times. • Recommending procurement/purchasing decisions related to hardware and software. • Manage deployments, system refreshes, upgrades and other infrastructure projects. • Enforce change management and compliance processes and workflows. • Data transfers and best practices regarding the roll out. Our organization is flexible-- so if you have skills we can use, then we are happy to put them to work!! Requirements and Experience The successful candidate will have drive and an above-average IQ. She or he will be able to work with people ranging from hourly team members to senior managers and be able to build relationships with client IT staff. We want a Software professional with 3+ years experience, some university degree preferred, and a track record of learning complex logistics software quickly. Technical skills desired are Linux, Windows 2012, etc., SQL server or Oracle, networking and virtual servers. Some knowledge of web technology would be helpful Location: Work from home Type: Full-time but would consider Part time for an exceptional candidate Hours : Saturday, Sunday, Monday, Tuesday. Each day is an 8-hour of work but with 4 hours on-duty monitoring and being on call.
BETSOL is a Product Engineering and Managed IT Services company based out of Denver, Colorado. We specialize in Application Development, DevOps, Quality Assurance, Business Intelligence, Help Desk, Infrastructure Management, and Contact Center. Our success is recognized with association awards and a net promoter score that is 2x the industry average. We take pride in our thought leadership and rapid growth.