WTX L2 Product Support Lead

Job Description:
Job Description:
The individual in this role is responsible for managing the day-to-day activities and functions for the team. This individual will assign work to team members, supervise work
processes, and provide informal leadership of sub teams or technology silos. In addition, this individual manages on-call and support schedules while providing
leadership/mentorship/direction to junior team members. Additional responsibilities of this role include; hands on technical and analytical ability to solve complex issues,
possess excellent communication skills and the ability to effectively communicate to senior management and LOB partners.
The resource will also be responsible for the following:

• Manage and prioritize multiple tasks and assignments for the team.
• Track tasks and tickets in system(s) of record and ensure enterprise service level agreements (SLAs) are met.
• Create on-call rotation schedule and ensure support for off-hours/weekends/release windows.
• Participate in defect/incident/problem/change review meetings and release activities as applicable.
• Provide point of escalation for the team members, and applicable peer and partner teams.
• Provide leadership Point of Contact (POC) for triage of high priority incidents or consulting engagements.
• Participate and help with resource interview and onboarding processes.
• Work with appropriate teams to ensure alerts, monitoring, dashboards and processes are established appropriately for new projects and
• initiatives.
• Perform access reviews and compliance activities; act as delegate for administrative processes.
• Perform all responsibilities of Specialist I and II roles from the applicable teams.

Required Skills:
Resource will have the following skills:

• Significant experience supporting applications hosted on Unix, particularly AIX, via command line. Familiarity with scripting technologies such as Perl, Bash or Python.
• Experience with SQL*plus - writing and executing SQL queries to pull operational data as needed using a tool like TOAD.
• Experience supporting applications that leverage IBM MQ, SFTP, NDM and Autosys or another comparable job scheduling technology.
• Experience troubleshooting and achieving service restoral for complex Production incidents.
• Experience partnering with various technical teams to identify root cause, corrective action, and any other opportunities to improve system stability stemming from complex Production incidents.
• Strong, courageous communicator capable of effectively communicating, verbally, via emails and instant messaging, to both technical and business teams.
• Capable of periodically providing on call support outside of normal working hours.
• Capable of working in high pressure situations.
• Experience coordinating with offshore/onshore teams and delegating work in a 24 X 7 model

Advanced competencies:

• Production Support - Has the knowledge and expertise of supporting production environments, and associated maintenance, change, control, event, request, incident and problem management. Ability to use expertise to implement preventative actions and seek proactive solutions.
• Governance & Stakeholder Management - Sets agenda and defines the artifacts needed for governance forums. Collects feedback from customers and stakeholders to measure the effectiveness of stakeholder management.
• Risk Management - Identifies risk/dependencies and quantifies the impact it has on the business/technology and what controls are to be used to resolve
• Solution Delivery Process - Understands the roles and responsibilities of other teams who participate in the lifecycle and engages as required.
• Learns & Adapts - Demonstrates the ability to self-identify more complex problems that cross several infrastructure domains and gather insights from others and data. Demonstrates the ability to assess issues identified by others and update their personal and the team's mental model of software and infrastructure service domains. Demonstrates a willingness to accept situational changes and differences in the approach and/or opinion of others. Is willing to test new approaches.
• Achieves Sustainable Results - Sets KPI's for teams to follow. Makes decisions about technology that will increase or deliver business value.
• Analytical Thinking - Demonstrates ability to identify root causes to solve complex problems in highly unstable situations.
• Influences Decisions - Uses a combination of factual and emotional points to exert influence. Receives agreement to ideas by identifying and working collaboratively with specific stakeholders and senior managers.
• Promotes Collaboration - Facilitates collaboration within and across teams. Go-to person for consultation from others.
• Innovation - Shares new ideas and consistently demonstrates openness to the opinions and views of others. Identifies new and different patterns, trends, and opportunities. Generates solutions that build upon, adapt, and go beyond tradition and status quo. Seeks to involve other stakeholders in developing solutions to problems.

Proficient competencies:

• DevOps Practices & Automation - Ability to perform or support continuous integration and deployment activities within their role. Understanding and has an appreciation for DevOps culture.
• Solution Design - Has contributed to the development of application/infrastructure/software based on a design provided by others. Starts mapping business requirements and creating functional requirements.

Shift:
1st shift (United States of America)
Hours Per Week:
40