Sr Application Operations Engineer
Ensures the user-facing business applications are consistently available and are highly performant meeting customer needs. Job Description In this role, you will:
- Execute day to day application maintenance, processing and user support
Responsible for responding/delegating support cases from application customers
Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately - Drive customer communication during critical events and lead retrospective meetings
- Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
- Drive root cause investigation implementing any learnings or improvement opportunities
- Drive projects that improve customer experience, application process or performance with minimal guidance
- Assist & own the preparation of end user support documentation and knowledge
Proactively plan for upcoming changes - Provide mentorship and guidance to team members
- Inform and train all support teams on new/changed processes/services and drive operational process rigor
- Collaborate with cross functional stakeholders
- Ensure support team readiness and availability
- Investigate the possibilities of automation for self-service of end user support
- Manage and lead the enhanced service collaboration vendor & other in-house support tech team
- Partner with product service owners on new service introductions, change, and transition to operations
- Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors
- Bachelor's Degree in Computer Science or "STEM" Majors (Science, Technology, Engineering and Math) with minimum of 4 years experience in application maintenance
- Experience with VB.Net and ASP.net
- Note: Military experience is equivalent to professional experience
- Eligibility Requirement:
- Experience with the product
- Understand concepts of setting and driving technical direction
- Familiar with elements of gathering functional requirements
- Understand technical standards & concepts to apply to project work
- Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities
- Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics
- Coach and mentor team members.
- Familiar with concepts of costing hardware and software components.
- Works to assure work is on-time and within budget
- Deliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefits
- Participate in change initiatives by implementing new directions and providing appropriate information and feedback
- High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
- Demonstrated customer focus - evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customers
- Change oriented -actively generates process improvements; champions and drives change initiatives; confronts
- Ability to work with global teams, act independently and as part of a team
- Apply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice
- Open-mindedly to new perspectives or ideas. Consider different or unusual solutions when appropriate
- Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives
- Strong analytical and strong problem solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve
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