Futran Tech Solutions Pvt. Ltd.
Production Support Lead
Futran Tech Solutions Pvt. Ltd., Sunnyvale, California, United States, 94087
Position: Production Support Lead
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. Responsibilities:
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.
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. Responsibilities:
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.