Production Stability Professional
2 weeks ago
**Job Title:** Technical Support Specialist
Job DescriptionWe are seeking an experienced professional to join our team as a Technical Support Specialist in Global Reconciliations. The role requires working in Production and support services for Global Reconditions, involving multiple TLM and reconciliation instances, huge infrastructure estate, and global business spread across 40+ countries.
This is an individual contributor role, working closely with the Production Support Manager on overall production stability, owning Production Infrastructure, and all related activities. The Global Production Support team's responsibility is to ensure production stability, respond to business queries, failures/incidents in production.
Please note that the role requires working in UK shift (1PM to 9:30PM IST).
- Be responsible for Production Stability as priority
- Work closely with Global Production Support and development teams for Global Reconditions spread across India, China, and Canada
- Ensure follow-the-sun model is set up and effectively running with the implementation of service management strategy and support model globally
- Owner and point of contact for driving improvements in production and Production KPIs for suite of applications in Global Recs IT
- Drive Incident management - minimize service disruption by driving timely resolution of incidents.
- Problem management - Ensure a proactive stance to post-incident review and problem follow-up/PR from PIR and frequent failures
- Actively take ownership of daily activities of production to ensure timely and effective reporting, tracking, follow-up, and communication of incidents
- Communications across Production services
- Own all the communication on Production with business along with PSM and all related internal/external teams/stakeholders
- Responsible for all regions State of the Nation Daily report detailing Incidents across the Global Recs technology estate
- Participate in cross-Global Business/Global Function (GB/GF) Communities of Practice (CoP) meetings to help influence key decisions made at a group level
- Continually improving the operating environment for production, focusing on reducing toil, improving automation across MSSOT, using data
- Understand all changes in the wider context of the business lines/areas we support and those on which the portfolio has an impact, including Regulatory, Transformation, and Data Management projects
- Drive consistent monitoring and alerting through all Recs applications
- Strong knowledge of service management and support methodologies and reporting
- Experience on SmartStream suite of tools and any other reconciliation platform to implement end-to-end delivery of reconciliations
- Hands-on experience on reconciliation platforms like - TLM, DUCO-TLM Premium, TLM control, TLM Recon Admin, TLM Design Studio, TLM smart Studio, TLM Web Connect, TLM CT Tool & TLM Smart Schema TLM v2.7, Intellimatch
- Experience in support of management information and technologies, with multiple teams, vendors, interfaces, and stakeholders involved
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