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Technical Support Specialist Lead

Company: Stratus Technology Services, LLC
Location: Newark
Posted on: November 20, 2020

Job Description:

Technical Support Specialist Lead Role Responsibilities Researches production problems and initiates corrective action where appropriate Ensures integrity of process and databases, and the quality of output through IO control, quality review and development and enforcement of production standards Reviews new or modified applications submitted for production for completeness and adherence to procedural and documentation standards Guides and provides technical support and training to the staff of Production Specialists responsible for application system support and monitoring Provides support and assistance to operations personnel, programmers and client area staff to identify and resolve technical problems Reviews and ensures adequacy of technical operating instruction manuals, system documentation, standards and procedures Performs technical analysis, performance bottlenecks and software changes, and makes recommendations for improvements Assures compliance with established policies and procedures Adhere to all documented Incident, Service Request and Problem Management processes as per company policies Key aspect to be Application Availability Application system monitoring and support especially during storm conditions Work with appropriate teams to plan for and execute routine activities Weekly application system maintenance Coordinate with 3rd party vendor and company teams in regards to production releases from various projects Ensure systems are in compliance with company security standards support patch management processes Repair Application Software code, and correct any Incidents, Problems andor Application Software defects Restore Services and resolve Application Incidents and Problems that require database, Application code andor operational modifications Identify Application, interface, andor database problems Notify the applicable cross-functional teams, Third Party Vendor, if applicable, and manage error correction Arrange for and coordinate the corrections to be made Confirm and validate that corrections have been made Test and verify that corrections are functioning as expected Schedule installation of corrections into Production and Submit the change to Production in accordance with Change Management processes as per company guidelines Coordinate with 3rd Party Suppliers that have responsibility for Incident and Problem resolution related to their developed application software Example Xtensible, Mulesoft, ESRI GIS, JCMB, MDTs Lead a Root Cause Analysis (RCA) review for priority Incidents and Problems in order to Identify the root cause of the Incident or Problem Develop appropriate prevention and improvement initiatives Provide a Root Cause Analysis report to company Gain agreement and implement RCA actions as necessary Update user, system, and operations documentation based on the Incident or Problem and error correction as necessary Develop and maintain Known-Error Database for all incidents and problems Work closely with appropriate company personnel to provide progress reporting and effective production Incident and Problem resolution Work with authorized Users, as necessary, to resolve Incidents and Problems Provide notification to company andor Authorized Users regarding the restoration of Services Specific Qualifications Experience with CGI OMSCAD product versions 5.x and 6.x Experience developing business process flows and soliciting business requirements Experience designing and maintaining high availability systems or infrastructure including building and maintaining disaster recovery environments Expert knowledge in application support models and frameworks including hands-on experience in L1L2L3 support activities (involving direct interaction with end users) Experience in ITILITSM process and procedure Incident and Service request management process Production support change management process ITILITSM certification will be a plus Detail oriented and demonstrated strong analytical and problem solving skills Proactive individual able to operate efficiently in a fast paced environment Quick learner and ability to manage multiple priorities Proven ability to work under pressure and meet strict deadlines Ability to comprehend detailed information presented in a digitized format Ability to succeed in a team-oriented work environment Excellent verbal and written communication skills Provides extraordinary service

Keywords: Stratus Technology Services, LLC, Newark , Technical Support Specialist Lead, Other , Newark, New Jersey

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