Job Description :
Position: ATG Technical Support Manager
Location: Pittsburg, PA
Contract Duration: 6 Months
Visa: USC, GC, GC-EAD, H1B
8+ years of experience and must have worked on development and design of e-commerce applications of medium to large size.
Hands on experience in design and development on ATG platform using ATG Dynamo Framework, ATG Servlet Beans, ATG Repositories, FormHandlers, Extending ATG Profile and Profile Management, Dynamo Messaging System, Transaction Management, Basic knowledge of ATG Scenarios & Personalization Framework
Java, J2EE (Servlets, JSP, JDBC, JMS, Transactions), Web Services, Unix, XML/XSLT, Java script
Expertise on the ATG platform including one or more of the following - BCC, CSC, Search, CRS, Endeca
Experience on either of Application Servers – JBOSS, Websphere, Weblogic
Through Incident research, monitors the performance of IT production systems and escalates deficiencies to appropriate resources
Ensure SLAs are managed according to defined standards
Monitor and manage established SLOs and take action when issues related to SLO non-compliance are escalated
Triage and determine the urgency, impact, and priority of Incidents and manages resolution
Receive incidents from stakeholders and manage their resolution
Building and maintaining a repository of knowledge information surrounding the resolution to all incidents, problems and service request
Maintain accurate records of Incidents, Problems, and significant Events related to IT production systems for ‘post mortem’ and trend analysis purposes and continuous improvement
Handling quality process and schedule tracking
Ensure that escalated Incidents are assigned an appropriate owner and manages the Incident until resolution
Coordinate the resolution of Incidents, Problems, and Events with IT production systems if resolution requires multiple teams or individuals across the IT organization
Escalate, as required, for more serious Incidents (e.g. P1, P2)
Collaborate with the Incident Manager and Tier 0 and Tier 1 Support to ensure that stakeholders remained informed throughout the Incident Management process
Ensure that recurring Incidents with IT production systems are evaluated as candidates for the Problem Management process and root cause analysis
Ensure that escalated Incidents are assigned an appropriate owner and manages the Incident until resolution
Coordinate the resolution of Incidents, Problems, and Events with IT production systems if resolution requires multiple teams or individuals across the IT organization
Escalate, as required, for more serious Incidents (e.g. P1, P2)
Collaborate and ensure that stakeholders remain informed throughout the Incident Management process
Ensure that recurring Incidents with IT production systems are evaluated as candidates for the Problem Management process and root cause analysis
Remain current on industry specific processes, technologies, and emerging trends
Excellent written and oral communication skills
Report status and communicate with all levels of management
Agile and DevOps expertise
ITIL, PMP Certification