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Support Executive

3 months ago

Las Vegas, United States Tata Consultancy Service Limited Full time
Skill: Production Support L2 Lead
  • Must have skill: ASP.NET, C#, .Net Core API, Microservices, OKTA, Kafka, ServiceNow, Batch/JAMS jobs.

Responsibilities:

  • Develops, maintains, and manages the release/work stream schedule and dependencies.
  • Supports creation and management of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with other operational teams.
  • Responsible for the delivery of business results assigned to the release(s).
  • Works with client and internal leadership counterparts to determine team member roles and expectations and ensure timely feedback.
  • Good understanding of Customer Support metrics and SLAs.
  • Accountability for all support aspects related to the product.
  • Ability to quickly learn the application and develop a functional understanding from a business perspective.
  • Responsible for guiding and mentoring the team.
  • Able to handle and plan the shifts as needed.
  • Organize and motivate team members in their day-to-day work.
  • Able to manage and understand data around incoming case volume.
  • Root Cause Analysis for the major incidents and repetitive incidents.
  • Lead the SLAs, Customer Communication, Escalation Management, Team Management to be a L2 support lead.
  • Excellent communication soft skills & experience as this role directly communicates with end users & operations team.
  • Hands-on experience managing/Maintaining SLAs and OLAs & outage/incident engagement in Microsoft tech stack/SDLC env (both operational & technical).
  • Good understanding of stakeholder management (external/internal), KPIs in production environment & reporting.
  • Escalation management, production support shift/rotation experience (prefer in service now or sales force env) someone with ITIL type cert (if possible).
  • Production Readiness activity to be taken care and required formatted reports to be sent with the identified risks.
  • Ability to be flexible and work under production support SLA oriented deadlines.
  • Collaborative mindset and interpersonal skill.
  • Strong analytical skills.

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