Lead II

Role Description
Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution

Outcomes

• Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams
• Contribute to the planning of application/infrastructure releases and configuration changes
• Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence
• Maintain knowledge base of known support issues and resolutions
• Create and maintain application support service catalogue in coordination with other internal application teams
• Ensure application monitoring mechanisms and performance tuning processes are in place
• Provide input to the implementation backup and roll-back plans
• Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs
• Create monthly performance reports and publish to stake holders
• Handle critical customer escalations and manage appropriate stakeholder communications
• Organize facilitate and lead technical teams to work to resolve major incidents
• Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
• Understand departmental and company policies procedures and business practices
• Mentor all team members to become more effective in their roles and coach them on their career aspirations

Measures Of Outcomes

• Adherence to engineering process and standards
• Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame
• Timely publication of reports and metrics to stakeholders
• Handling of critical escalations
• Adhere to SLAs where applicable
• of non-compliance issues
  
• % of incident reduction based on permanent fixes/automation/utilities
• Productivity standard of the project
• of reusable components or documents created
  
• Participation in Knowledge Transfer to ensure better grasp of product
• Completion of all mandatory training requirements
• Availability of all supported applications per defined standards

Rca
Outputs Expected:

• Ensure Root Cause Analysis is performed for all issues as defined by the project

Design

• Design appropriate metrics for reporting on key performance and quality indicators particularly in terms of in-depth trend analysis

Maintenance

• Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system

Develop Strategies

• Lead should develop strategies to mitigate issues arising from existing problems

Innovative Value-adds

• Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations

• Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.

Skill Examples

• Extensive knowledge and experience in managing and triaging Production Support incidents and issues
• Experience working with distributed teams in different time-zones
• Strong commitment to quality and engineering excellence
• Ability to take up new challenges and explore new technology/tools
• Ability to co-ordinate among multiple teams and bring out the best in team work
• Ability to handle critical customer escalations and manage under highly stressful situations
• Strong communication skills
• Able to work in a high paced dynamic and culturally diverse environment
• High level of commitment initiative enthusiasm and vision
• Excellent presentation and interpersonal skills
• Prioritize workload; providing timely and accurate resolutions

Knowledge Examples

• Appropriate software programs / modules

• Able to give knowledge transitions to the team when required

• Experience in supporting enterprise customers
• Provide estimates for candidate Enhancement and Defect work to be included in release
• Operating Systems and software platforms
• Integrated development environment (IDE)
• Agile methods
• Knowledge base of customer domain and sub domain where problem is solved

Additional Comments

• Production monitoring and troubleshooting in on Prem ETL and AWS environment 2. Working experience using ETL Datastage along with DB2 3. Awareness to use tools such as Dynatrace, Appdynamics, Postman , AWS CICD 4. Software code development experience in ETL batch processing and AWS cloud 5. Software code management, repository updates and reuse 6. Implementation and/or configuration, management, and maintenance of software 7. Implementation and configuration of SaaS and public, private and hybrid cloud-based PaaS solutions 8. Integration of SaaS and PaaS solutions with Data Warehouse Application Systems including SaaS and PaaS upgrade management 9. Configuration, Maintenance and support for entire DWA Application Systems landscape including but not limited to supporting DWA Application Systems components and tasks required to deliver business processes and functionally (e.g., logical layers of databases, data marts, logical and physical data warehouses, middleware, interfaces, shell scripts, massive data transfer and uploads, web development, mobile app development, web services and APIs) 10. DWA Application Systems support for day-to-day changes and business continuity and for addressing key business, regulatory, legal or fiscal requirements 11. Support for all Third-party specialized DWA Application Systems 12. DWA Application Systems configuration and collaboration with infrastructure service supplier required to provide application access to external/third parties 13. Integration with internal and external systems (e.g., direct application interfaces, logical middleware configuration and application program interface (API) use and development) 14. Collaboration with third party suppliers such as infrastructure service supplier and enterprise public cloud providers 15. Documentation and end user training of new functionality 16. All activities required to support business process application functionality and to deliver the required application and business functions to End Users in an integrated service delivery model across the DWA Application Development lifecycle (e.g., plan, deliver, run) . Maintain data quality and run batch schedules , Operations and Maintenance 17. Deploy code to all the environments (Prod, UAT, Performance, SIT etc.) 18. Address all open tickets within the SLA CDK (Typescript) CFT (YAML) Nice to have GitHub Scripting -Bash/SH Security minded/best practices known Python Databricks & Snowflake

Skills
Databricks,Datastage,CloudOps,production support