Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.
Support services before they go live through activities such as system design consulting, developing software platforms and frameworks, capacity planning, and launch reviews.
Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability and velocity.
Practice sustainable incident response and blameless post mortems.
Participate in ownership of entire stack for specialized product, including software and infrastructure elements.
Provide material support for production issues which cannot be resolved by lower level support resources.
Communicate solutions effectively to technical and non-technical peers and customers to improve capabilities of lower level support resources.
Coordinates and works on multiple cross-functional base work initiatives and projects.
Participates in planning long and short term project efforts.
Supports multiple systems or applications of medium to high complexity.
Works with project managers to assign resources to project tasks.
Leads or provides technical direction for the planning, execution, and validation of testing work.
Provides technical guidance and coaching/mentoring to team members.
Writes and maintains technical documentation for supported application(s).
Follow established processes when performing work or help document and create processes as necessary.
Document troubleshooting steps and results in appropriate locations for historical access.
Ensures compliance with policies, procedures, and standards.
Implements or coordinates remediation required by audits/assessments, and documents as necessary
Handle new turn up requests and assist implementation in bringing new customers on board.
Identify potential application defects and work with developers to document and resolve such issues.
Provide on call support for high priority incidents
- Bachelor's degree in Computer Science, Business Information Systems, or related field (or equivalent work experience) is required.
8+ years of experience working within application or software support.
4+ years of experience working within public or private cloud environments.
4+ years of experience working in a Windows based environment including both production and personal systems.
6+ years communicating in English in a technical field.
Can effectively troubleshoot supported applications effectively.
Can work on complex issues which may span multiple applications or environments.
Proactively engages with peers to discuss issues and keep stakeholders updated.
Service-oriented; ability to work on behalf of peers in services and development.
Mentors co-workers with expertise
Coordinates work with peers
Shares discoveries and best practices
Learns from others within the team
Self-Driven. Proactively looks for ways to improve systems and processes
Able to work with little supervision and complete tasks and projects as directed.