Lead Production Support

Job DescriptionQUALIFICATIONS/REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.Required Skills: Net, C#, React.js, T-SQL.•Requirements include:Lead the Production Support Team in managing, triaging, and assisting with support tickets.•Provide front line technical support to end users responding to issues related to Problem/Incident Management, Data platforms, Reports, and related job monitoring related to issues•Solve issues adhering to established SLA deadlines•Root cause and problem resolution follow-up•Debug and fix issues by analyzing VBA macros, excel reports, complex SQL queries, stored procedures, and SSIS and SSAS cubes.•s a part of L1 & L2 support team provide stand-by out of hours support on rotational basis•Experience in managing offshore Production Support teams and provide leadership in the Production Support topics•Look for efficiency improvement in & productivity savings Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiency•Work closely with Technology Engineering Teams, Development, Testing and L3 Support Teams in resolving Production Support issues/tickets.•Communicate with all lines of business and management the overall status and health of the Production Support, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues•Interact with clients and demonstrate empathy to situations and challenges•This is a great opportunity for someone with good data analyst, data engineering and project management skills and can demonstrate flexibility•Strong data management acumen, communication and presentation skills•Bachelor's Degree or master's degree in computer science, Mathematics, Statistics.•7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support, Data Analyst)•Lead Experience is mandatory.•VBA for Excel and Excel macros experience is required.•It would be advantageous to have experience with MS technologies such as MS SQL, SSIS, and SSRS, as well as the ability to write good SQL for data analysis.•Nice to have Azure experience.•Experience in Customer Support must•Experience with managing production support teams is a must have.•Exposure to sensitive data management is a plus.•Self-learner and ability work independently is a must.•Experience of handling various production support roles (technical - L1/L2) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools.•Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk•Experience with Real-time problem solving, triaging of issues impacting technical services (application/reports) to customers and partners in a timely manner while keeping everyone involved informed of significant progress or challenges while the issue/ticket has been worked on•bility to assess initial severity, assign priority, gather impacts, and engage support teams, and escalate as necessary to ensure timely resolution of issues/tickets.•Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management.•bility to suggest, implement ideas for enhancing the customer experience and implement best practices to optimize production support tasks/activities.•Flexible to work for extended hours and on weekends as needed to handle high priority issues.•Experience in managing Offshore Production support teams.•Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools.•bility to deal with complex information, processes and relationships to derive a simple solution.•Good ability to navigate ambiguity and quickly establish credibility.•Excellent spoken and written English complete with clear oral communication skills.•Experience in Change management and Incident management toolsDesired Skills:•Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues in the data management areas•Working experience in SDLC processes using Agile Methodologies•Exposure to Healthcare industry