USM Business Systems
Chantilly, VA
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Job Description :
Job Description:
Provide Tier-II support for Mobile, Online and internal applications to all end users and identify any issues in production through regular monitoring and periodic testing. Responsibilities also include incident ticket creation, troubleshooting and root cause analysis, issue resolution or escalation, management communication and client relationship management. Communicate effectively with development and internal business operations teams. Identify opportunities for improvement that will drive improvement in all areas of Production Support Services. Very strong oral and written communication skills is a must.

Roles and Responsibilities:
Understand production issues being experienced and coordinate with various teams (including vendors) and raise production support ticket Provide daily support with production support activities which involve assignment of issues and issue analysis and resolution/escalation within the specified SLAs
Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect
Support testing of production issue fix in both User Acceptance Testing and Production environments
Expertise in troubleshooting and analyzing the issue and coming up with a resolution
Generate production metrics, while providing insight and analysis on trends to drive more informed business decisions
Act as liaison to business and technical teams to ensure issues are resolved in timely manner
Communicate effectively with a variety of people working in different areas of the business and technical teams
Provide training to new employees and assist with expert knowledge on all production processes
Prioritize workload, providing timely and accurate resolutions
Participate in knowledge transfer to ensure better grasp of the product and domain

Required qualifications to be successful in this role:
Significant experience driving incidents to completion and follow-ups to problem tickets proactively identifying opportunities for improvement
Ability to analyze and interpret information to determine severity of issue and urgency needed
Ability to effectively present information and metrics as well as respond to questions from business, vendors, groups of managers and other internal staff
Ability to write and maintain documentation
Ability to multi-task, work successfully in a fast paced environment and effectively manage time and workload
Ability to reprioritize tasks frequently given varying team and customer requirements
Must have a strong knowledge on SQL queries.
Able to formulate complex queries in SQL and should be able to identify long running queries and suggest solutions
Self-starter that works well with a team as well autonomously with moderate supervision
Experience with general application and infrastructure support (incident, change, problem management) and ITSM tools
Excellent problem solving and analytical skills
Ability to troubleshoot complex issues
Very strong organization, written and verbal communication skills
Strong aptitude for attention to details
Ability to anticipate and drive change
Ability to multi-task and work under tough deadlines
Ability to interact succinctly with technical and non-technical folks


Client : NFCU
             

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