IT Production Analyst – Team Lead

Role Overview

• Providing in-depth Data Analytics on production issues related to SLA, OLA and Customer
• Taking the lead for production in collaborating with other functional managers to understand the needs, trends and making improvements
• Conduction meetings and presenting production related issues and analytics data on the root cause to managers and executives
• Troubleshoot day to day issues with proper prioritization and meeting SLA with clients
• Working with head office to enable the ticketing tool to capture and required data and presenting dashboards to other respective managers
• Monitoring for production errors, working with operations and customer service
• Effective communication with stakeholders on open and closed tickets with adequate information on time
• Working with Customization and R&D to gain knowledge for the production support team to improve troubleshooting skills on existing and new services
• Identifying repeated challenges related to production issues and working with stakeholders to permanently remediate them
• Provide team lead role for Production Support team with training, load balancing, scheduling, documentation and support
• Act as a subject matter expert investigate and resolve complex incidents/issues
• If assistance from other teams is needed, coordinate efforts for reassessment and quick resolution
• Monitor, Support and troubleshoot problems in the production application environment
• Conduct root cause analysis of application incidents and implement recommendations to improve the situation (focusing on permanent solutions)
• Manage the resolutions of day to day issues escalated to Production Support
• Respond to stakeholder with the agreed SLA’s
• Ensuring the production issues are resolved on time and improving the KPI
• Ensures this procedure is followed as required within Production Support team
• Coordinates any training requirements for personnel within their department and ensures Training Record is documented
• Maintaining technical documentation
• Troubleshooting Data Communication and Printing Issues

Requirements

• Experience (min 3 years) object-oriented programming languages is required (C++, C#, .NET)
• Data Analytics skills using Power BI and good expertise on Excel (such as Pivot tables, Charts, Formulas)
• Good knowledge of MS SQL is required (stored procs, functions, queries)
• Excellent understanding of various data/file formats is required (XML, CSV, TXT, MIME)
• Excellent verbal and written communication skills is required
• Agility and able to multi-task
• Ability to work well across many teams and environment is required
• Ability to manage competing priorities across multiple projects is required
• Highly detailed and organized
• Ability to work in a fast pace dynamic environment
• Ability to work in Production Support Environment, with problem solving and investigative skills
• Effective working relationships with all functional units of the organization
• Ability to work under pressure to meet production SLA and Operational demands
• Pay attention to details and able to troubleshoot effectively
• Providing good quality of service and providing standard processes
• Working ability to effectively recognize and manage interpersonal communication needs
• Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary
• Excellent interpersonal skills in areas such as teamwork, facilitation, flexibility and negotiation
• Able to work independently and team work
• Works under pressure and is able to manage competing priorities
• Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure

Tech Stack

• SQL
• .NET

Benefits

• up to 5% bonus, capped at 150%
• Competitive salary