As the Production Support Technical Team Lead, you will serve as the technical expert in services supported by the team providing technical guidance and overseeing all technical tasks of the team. This role will be responsible for planning and ensuring implementation of technical training plans for team members along with identifying technical deficiencies and how to address them. Moreover, you will ensure that proper documentation including the metrics and roadmaps, standard operating procedures, process flows, system configuration documentation, disaster recovery and user documentation are kept current and available in the proper repositories. This role will also handle the general team supervisory tasks such as day-to-day team activities, performance reviews and staff development plans.
-Lead Production Support day-to-day technical tasks.
-Handle general supervisory tasks such as monitoring ticket queues, leave administration, performance evaluations, building development plans and reporting on team and service achievements.
-Craft solutions to enhance our diverse set of services applications and customers while leveraging out-of-box functionality or building custom solutions when required.
-Confirm that task requirements are fully understood, documented and approved by the requestor.
-Schedule work assignments based upon availability, technical skills, training and task priority ensuring that estimates and completion dates are documented and managed.
-Ensure all changes are properly documented and processed in accordance with established processes.
-Develop and lead a user groups with representation from all departments using the Zabbix and Splunk tools.
-Keep abreast of Production Support applications release cycles, contract renewals and underlying platform to ensure services are secure, current and on supported versions including OS and supplemental software necessary for the Production Support services.
-Ensure user inquiries and requests are addressed in a friendly and timely manner
-Work in coordination with OIT to understand and evaluate how Production Support services can provide solutions and value for their services.
Bachelor’s degree with four (4) years related experience OR Associate degree with six (6) related experience OR High school or equivalent with eight (8) years related experience.