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Lead II - Production Support Job in Mason, Ohio US

Lead II - Production Support


Posted: 9/30/2021 - Expires: 12/29/2021

Job ID: 232310372


Job Description

Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution

  Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams
  Contribute to the planning of application/infrastructure releases and configuration changes
  Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence
  Maintain knowledge base of known support issues and resolutions
  Create and maintain application support service catalogue in coordination with other internal application teams
  Ensure application monitoring mechanisms and performance tuning processes are in place
  Provide input to the implementation backup and roll-back plans
  Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs
  Create monthly performance reports and publish to stake holders
  Handle critical customer escalations and manage appropriate stakeholder communications
  Organize facilitate and lead technical teams to work to resolve major incidents
  Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
  Understand departmental and company policies procedures and business practices
 Mentor all team members to become more effective in their roles and coach them on their career aspirations

Measures of Outcomes:
  Adherence to engineering process and standards
  Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame
  Timely publication of reports and metrics to stakeholders
  Handling of critical escalations
  Adhere to SLAs where applicable
  # of non-compliance issues
  % of incident reduction based on permanent fixes/automation/utilities
  Productivity standard of the project
  # of reusable components or documents created
  Participation in Knowledge Transfer to ensure better grasp of product
  Completion of all mandatory training requirements
 Availability of all supported applications per defined standards

Outputs Expected:

Ensure Root Cause Analysis is performed for all issues as defined by the project

Design appropriate metrics for reporting on key performance and quality indicators particularly in terms of in-depth trend analysis

Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system

Develop Strategies:
Lead should develop strategies to mitigate issues arising from existing problems

Innovative Value-adds:
Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.

Skill Examples:
  Extensive knowledge and experience in managing and triaging Production Support incidents and issues
  Experience working with distributed teams in different time-zones
  Strong commitment to quality and engineering excellence
  Ability to take up new challenges and explore new technology/tools
  Ability to co-ordinate among multiple teams and bring out the best in team work
  Ability to handle critical customer escalations and manage under highly stressful situations
  Strong communication skills
  Able to work in a high paced dynamic and culturally diverse environment
  High level of commitment initiative enthusiasm and vision
  Excellent presentation and interpersonal skills
  Prioritize workload; providing timely and accurate resolutions

Knowledge Examples:

Additional Comments:

UST Global celebrates diversity and inclusion. We are an Equal Employment Opportunity employer. We welcome candidates to apply for employment from diverse backgrounds and believe your unique perspective adds to the richness of our company culture. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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