Futran Tech Solutions Pvt. Ltd.
Production Support Lead
Futran Tech Solutions Pvt. Ltd., Sunnyvale, CA, United States
Position: Production Support Lead
Location: Sunnyvale, CA(Preferred) backup Austin, TX (Day 1 Onsite)
Employment: Full Time
Client: Wipro
Relevant Experience:
Location: Sunnyvale, CA(Preferred) backup Austin, TX (Day 1 Onsite)
Employment: Full Time
Client: Wipro
Relevant Experience:
- 7+ years of relevant IT experience (Production Support, SDLC-Agile) preferred.
- 3+ years of experience working in 24×7 production support operations.
- 2+ years of experience with ServiceNow, Splunk and Dynatrace.
- Hands-on experience with Incident, Problem and Change management.
- Hands-on experience with Integration and API development.
- Manage ticket queues and prioritize escalations based on established SLAs and resource availability.
- Multi-faceted position providing client support through email, phone, and chat messaging.
- Exhibits a strong sense of urgency for high severity incidents.
- Able to assess the customer impact and provide tactical solutions.
- Support pre Go-Live training and end users during implementation by providing on-site support.
- Provide support for hardware and software changes during maintenance windows.
- Work with cross-functional teams to translate customer needs into interface requirements.
- Test and validate system performance and APIs.
- Create, propose, and implement project processes and guidelines aligning it with ITIL standards.
- Create KPIs that drive operations using fundamentals and frameworks of ITIL, HDI, and PMI.
- Communicate with line of business and management the overall status and health of the application.
- Look for areas of improvement in monitoring, application stability, and speed of determining root cause.
- Contribute to 1. Automation 2. Rot Cause Analysis 3. Identify Shared/Common Solutions.