Lead Analyst, Mobile Application

2 weeks ago


Knoxville Tennessee, United States Pilot Company Full time
Job Description

The purpose of this job is to use in-depth knowledge and experience to lead the day-to-day functions of a Level 2 information technology (IT) support team and to increase the effectiveness and efficiency of the incident and problem management process.

Develop and maintain an effective, comprehensive service process that    includes supporting policies, controls, metrics, procedures, and training for teams to address crisis management (e.g., service disruptions, outages)

Direct the Level 2 team to create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem management process

Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 teams

Establish, manage, and adhere to service level agreements (SLAs) with internal business partners and third parties

Lead oversight of third-party vendors’ work to ensure vendors fulfill contractual commitments and statements of work

Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams

Coach and mentor support team members towards productivity and effectiveness

Serve as a subject matter expert and maintain your own knowledge of current industry trends and developing technologies

Understanding of REST and SOAP APIs

Understanding and/or experience in Mobile Applications.

Understanding of MuleSoft Product

Experience using Anypoint Platform – API Manager, Runtime Manager, Exchange etc

 



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