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Technical Support Lead

2 months ago

Philadelphia, Pennsylvania, United States LevelUP HCS Full time

Job Overview

We are seeking a dedicated Production Support Lead to join our team at LevelUP HCS. This role is pivotal in enhancing our operational efficiency and ensuring seamless technology integration.

Key Responsibilities

  • Technology Management
    • Refine operational workflows through innovative technology solutions to improve controls and efficiency.
    • Utilize performance metrics to identify trends and opportunities for service enhancement.
    • Serve as a subject matter expert for tools managed by GPM-Ops.
    • Execute advanced monitoring tasks and pinpoint areas for improvement.
    • Facilitate production job scheduling processes.
    • Develop automation scripts to increase the productivity of the GPM-Ops team.
  • Support Leadership
    • Direct departmental projects while effectively managing resources and deliverables.
    • Foster strong relationships with systems support teams to promote innovative solutions.
    • Act as the primary escalation point for all system support inquiries.
    • Oversee and guide business and system communication initiatives.
    • Monitor data transmissions with business partners and implement contingency strategies as necessary.
  • Incident and Problem Oversight
    • Manage Incident Management activities within the GPM-Ops team, overseeing incident/problem tickets, collaborating with support teams, and documenting events accurately.
    • Step in as incident manager when required.
    • Troubleshoot application and infrastructure challenges at the first level, adhering to established processes for resolution or escalation.
    • Identify recurring incident patterns and collaborate with support teams to devise effective solutions.
  • General Responsibilities
    • Represent the GPM-Ops team during internal and external audits, ensuring timely and accurate responses to audit inquiries.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related discipline.
  • Minimum of 5 years of experience in operations or systems support within a leadership capacity.

Skills and Competencies

  • Exceptional client and interpersonal communication skills.
  • Strong analytical and problem-solving capabilities.
  • Comprehensive understanding of both mainframe and distributed computing environments.
  • Proficiency in creating automation scripts.