Production Support Lead

Production Support Lead

For Production Support Lead role (Onshore team lead of Offshore team), we're looking for someone with 8+ years of experience in IT (preferably 4+ years of experience in contact center domain).

Resource should:

• Be open to and capable of learning domain (Contact center domain, IVR, CTI) and technology (Java, Shell scripts, SQL query) concepts to the extent necessary to perform support tasks.
• Be able to coordinate with one or more Internal IT teams, Business partners, External Vendors as needed for different Contact center products we manage/support and get things done on time.
• Be able to assist with various administrative tasks we perform as part of support and/or compliance.
• Be able to assist with incident management activities (triage, track and manage incidents on our queue).
• Be able to take part in and assist with our on-call support responsibilities.
• Be flexible to support various maintenance/shakeout activities.
• Be able to research and remediate security threats/gaps/vulnerabilities reported on our apps/infrastructure.
• Have good documentation, clear communication, and articulation skills.

Technical skills:

• Programming/Scripting - Java, shell scripting, windows batch scripting, HTML & JavaScript.
• Code editors/IDE - Eclipse, NetBeans.
• Terminals Putty, Windows PowerShell.
• Database - Oracle, MSSQL, MySQL.
• DB clients SQL Developer, SQL Server Management Studio, MySQL Workbench.
• OS Windows, Unix family of systems (Linux/AIX/Ubuntu etc.).
• Working experience/familiarity with below areas/tools would be good addition and nice to have:
• Web development framework - Spring, Spring MVC, JQuery etc.
• BMC Control-M (CVS choice of tool for scheduling jobs).
• Azure Cloud.

Collectively, our team should:

• Be Proactive, do due diligence, carry out their responsibilities autonomously while taking bottom line responsibility for the assignments/objectives theyre trusted with.