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

Client : American Eagle