-Must work EST hours
-strong production support
-large enterprise environments
-needs to have managed an offshore team - team of 10 or more (Randstad team offshore and onshore)
**I will speak to anyone asap to do a screen - please send me the resume and feel free to schedule a time on my calendar.
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Overall Expectations/Requirements:

• For Production Support Lead role (Onshore team lead of Offshore team), we're looking for someone with 8+ years of experience in IT (preferably 4+ years of experience in contact center domain).
• Resource should -
  • Be open to and capable of learning domain (Contact center domain, IVR - will be moving away from IVR to the Cloud next year, so IVR is not needed, CTI) and technology (Java, Shell scripts, SQL query) concepts to the extent necessary to perform support tasks.
  • Be able to coordinate with one or more Internal IT teams, Business partners, External Vendors as needed for different Contact center products we manage/support and get things done on time.
  • Be able to assist with various administrative tasks we perform as part of support and/or compliance.
  • Be able to assist with incident management activities (triage, track and manage incidents on our queue).
  • Be able to take part in and assist with our on-call support responsibilities.
  • Be flexible to support various maintenance/shakeout activities.
  • Be able to research and remediate security threats/gaps/vulnerabilities reported on our apps/infrastructure.
  • Have good documentation, clear communication, and articulation skills.
• Technical skills -
  • Programming/Scripting - Java, shell scripting, windows batch scripting, HTML & JavaScript.
    • Code editors/IDE - Eclipse, NetBeans.
    • Terminals Putty, Windows PowerShell.
  • Database - Oracle, MSSQL, MySQL.
    • DB clients SQL Developer, SQL Server Management Studio, MySQL Workbench.
  • OS Windows, Unix family of systems (Linux/AIX/Ubuntu etc.).
  • Working experience/familiarity with below areas/tools would be good addition and 'nice to have':
    • Web development framework - Spring, Spring MVC, JQuery etc.
    • BMC Control-M (CVS choice of tool for scheduling jobs).
    • Azure Cloud.
• Collectively, our as a team should
  • Be Proactive, do due diligence, carry out their responsibilities autonomously while taking bottom line responsibility for the assignments/objectives they're trusted with.