Productions Operations Lead
4 months ago
Job Description
1. Technology
- Review and improve operational workflows and processes. Use technology to streamline process and improve controls
- Utilize metrics to identify trends and service improvement opportunities
- Function as an SME for GPM-Ops owned tools
- Perform advanced monitoring administration tasks and identify opportunities for improvement.
- Support the production job scheduling tools
- Build automation scripts to help improve the overall efficiency of the GPM-Ops team
2. Support
- Lead the department projects. Effectively manage the project resources and deliverables.
- Build strong relationships with the systems support teams to promote problem solving and innovation. Server as the escalation point for all system support teams..
- Guide and monitor the business and system communication efforts.
- Monitor transmissions to and from business partners and follow contingency plans when necessary.
3.Incident / Problem Management
- Lead the Incident Management activities within the GPM-Ops team. This includes the managing of incident / problem tickets, collaborating with support teams, effectively communicating issues and the documenting of events.
- Perform incident manager duties when required
- Perform first level troubleshooting of application and infrastructure issues. Follow documented troubleshooting processes to either resolve the problem or escalate to the support team.
- Identify negative trends from an incident perspective and follow-up with support teams to develop a solution.
4. General
- Represent the GPM-Ops team in internal and external audits. Provide timely responses to various audit requests.
.
Education
- BA/BS Information Technology, Computer Science or related field.
- 5+ years operations / systems support in a lead role.
Knowledge and skills
- Excellent client and interpersonal skills
- Strong problem analytical and problem-solving skills
- Comprehensive understanding of mainframe and distributed environments
- Experience with automation scripts
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