IT Support Lead I

Job Description

Our story

At Alight, we believe a company s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight.

Our Values:

Champion People- be empathetic and help create a place where everyone belongs.

Grow with purpose -Be inspired by our higher calling of improving lives.

Be Alight -act with integrity, be real and empower others.

It s why we re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more atcareers.alight.com.

Alight is seeking a skilledProduction Support Leadwho willoversee a team, ensuring production systems are stable and performant, by managing incidents, coordinating tasks, and ensuring SLAs are met, while also leading in process improvements and team development.

Qualifications:

- BE/ B. Tech degree in Computer Science,Engineeringor a related subject

Role Expectations:

- The individual is expected to helpfacilitateand lead the technical troubleshooting calls of complex and highly visible technology incidents - ensuring maximum system availability, engaging the right teams and leaders from across the organization at the right time
- Review and prioritize work items in a dynamic environment to ensure Services meets and/or exceeds SLA.
- Collaborate with business and technology teams.
- Own and resolve issues escalated from business users.
- Manage and lead a team responsible for production support of all priority.
- Identifysystemic clientimpactingissues and escalate toappropriate groupsaccordingly
- Use strong technical and operational skills to proactivelyidentifyand recommend opportunities, creating sound processes that will increase the efficiency and effectiveness of problem escalation, tracking, reporting and resolution
- Develop andmaintaineffective relationships with partners andthird-partysuppliers involved in the delivery and support of the digital platform.
- Provide management, administrative/technical support to project team and ensure programdeliverables are mettimelyand efficiently
- Participate in technical discussions with Tech Lead, Architect and QA to ensure adequatelevel of detailsare captured
- Attend program/project-related status meetings to share relevant updates with Project StakeHolders and analyse variations and take corrective actions for the observed variations
- Develops andmaintainsavailability, performance, andcapacitymetrics.
- Maintainshigh standardsof software quality within the team byestablishinggood practices and habits.
- Excellent communication and interpersonal skills
- Strong work ethics, flexibility, proven attention to details and quality
- Highly motivated and willing to work in a rapidly evolving environment
- Other Skills Business Process Understanding, Analytical & Problem Solving, Interpersonal.
- Work closely with all product development squads to ensure that architectural standards and best practices are being followed consistently across all teams.
- Review and enhance application Run Books.

Responsibility Areas:

- Team Leadership: Provide guidance, mentorship, and support to engineers working with MERN technologies.
- Project Management:Oversee project timelines, resource allocation, and task prioritization to ensure successful project delivery.
- Technical Oversight: Review code, architecture decisions and ensure adherence to best practices within the MERN stack.
- Collaboration: Foster collaboration between cross-functional teams, including developers,designersand product managers.
- Performance Management: Conduct performance evaluations, setgoalsand provide constructive feedback to team members.
- Stakeholder Communication: Communicate project updates,challengesand progress to stakeholders, including top management.
- Continuous Improvement:Identifyopportunities for process improvements, innovations and knowledge sharing within the team.
- Risk Management:Identifyand mitigate technical risks that mayimpactproject delivery or product quality.
- Stay Updated:Keep abreast of the latest developments in technologies and industry trends to ensure the teamremainscompetitive and innovative.

Required Skills:

- 10+years of total professional experience.
- 3+ years of experience in leadingproduction support teams.
- Sound knowledge of Software Architecture and design patterns.
- Collaborate effectively with designers,developersand other stakeholders to achieve design objectives
- Knowledge of Cloud Architecture & Knowledge of cloud platforms (e.g., AWS, Azure) and DevOps practices.
- Strong debugging/diagnostic and analytical skillsespecially in a complex applicationstacks.
- Proven experience managing projects involving.Net, CRM, ETL, and Integrations.
- Provide technical guidance and support to development teams.
- Knowledge of Log monitoring tools, Alerts & Notifications, Service Now.

Alight requires all virtual interviews to be conducted on video.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and Top 100 Company for Remote Jobs 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict managements right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts managements right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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Role:IT Support - Other

Industry Type:IT Services & Consulting

Department:IT & Information Security

Employment Type:Full Time, Permanent

Role Category:IT Support

Education

UG:Any Graduate

PG:Any Postgraduate