Job Description :
Description:
What is the specific title of the position?
Operation Maintenance Technical Support Coordinator
What Project/Projects will the candidate be working on while on assignment?
The candidate will be working on OM support project related Maestro (MIIM) and ILEAD (AKA Maestro Account Summary) projects. MIIM stands for application Member Interaction and Issue Management Navigator. ILEAD is another application that rolls up under MIIM. Both of these applications are P1 CBAs supporting M&R call centers. This position is to fill a support (Operation Maintenance) onshore role to provide Senior Technical support for driving resolution to War Rooms related to Call Centers which primary usage occurs in US hours - Identifying and Driving improvements in stability, performance, and usability of Call Center applications
Is this person a sole contributor or part of a team?
If so, please describe the team? (Name of team, size of team, etc
Hire will be part of a team. Application name in PPM Optics is Member Interaction and Issue Management Navigator. Team breakdown is 3 onshore and 12 offshore.
What are the top 5-10 responsibilities for this position? (Please be detailed as to what the candidate is expected to do or complete on a daily basis)
Senior technical support to drive incident resolution on P1/P2 war rooms related to M&R LOB call centers during US hours
Drive P1/P2 problem ticket Root Cause Analysis (RCA) to ensure fast risk mitigation and drive corrective action plans
Perform stability/resiliency assessments for critical business applications and build/drive improvement plans
Identify, present, and drive the implementation of application performance/design improvement initiatives
Partner with application delivery teams in requirements and design phases and provide functional/non-functional
requirement inputs from production support
Analyze and drive the implementation of new production support tools
Perform proactive monitoring and performance analysis in Application Performance Monitoring (APM) tools
Perform capacity management activities and coordinate with infrastructure partners
What skills/attributes are a must have?
Bachelor Degree or equivalent experience
Ability to work in a highly visible production support environment with 24x7x365 on-call rotation expectations
5+ years of experience in IT Solution Delivery (architecture, development or support)
5+ years of full-lifecycle application development or support experience
5+ years of IT experience working with distributed applications in at least one of the following: -
Pega
Java, J2EE and Java Spring Framework
Experience using Application Performance Monitoring tools (APM) such as Dynatrace, NewRelic, Splunk or Pega equivalent products)
3+ years of Web services and web development or support experience
3+ years of experience in Oracle and/or MySQL Server databases
1+ years of experience managing technical staff including offshore teams
What skills/attributes are nice to have?
3+ years of experience using APM tools such as Dynatrace, New Relic, Splunk or equivalent)
Experience leading technical RCA meetings for high profile issues, as well as provide technical direction towards
resolving issues
Production support experience with Optum Technologies
Production support experience with healthcare applications
Production support experience in the call center domain
Experience supporting or architecting applications in a complex, distributed environment
Proficiency with Microsoft Office, including Word, Excel, Outlook, PowerPoint, Visio
What does the ideal candidate background look like (ex: healthcare specific background, etc? We want to be as specific as possible with our firms so they can find the type of candidate you’re looking for
a. • Senior technical support to drive incident resolution on P1/P2 war rooms related to M&R LOB call centers during US hours
b. • Drive P1/P2 problem ticket Root Cause Analysis (RCA) to ensure fast risk mitigation and drive corrective action plans
c. • Perform stability/resiliency assessments for critical business applications and build/drive improvement plans
d. • Identify, present, and drive the implementation of application performance/design improvement initiatives
e. • Partner with application delivery teams in requirements and design phases and provide functional/non-functional requirement inputs from production support
f. • Analyze and drive the implementation of new production support tools
g. • Perform proactive monitoring and performance analysis in Application Performance Monitoring (APM) tools
h. • Perform capacity management activities and coordinate with infrastructure partners
What experience will set candidates apart from one another?
a. Pega experience
b. experience using Application Performance Management (APM) tools such as Dynatrace, New Relic, Splunk or equivalent)
Where is the work to be performed? (Please list preferred Client facility, if other please specify i.e. remote work, rural, etc
Client Facility in Eden Prairie, MN
What are the work hours? (ex. 9am-5pm, day/night shifts, rotating shifts, etc)
Normal shift hours 8 AM to 5 PM. With 24x7x365 on-call rotation expectations
What type of interview process is preferred? (Face to face, phone, Skype, or a combination of the three
Face to Face preferred option. Willing to entertain phone/skype for the right highly qualified candidates.