Production / Technical Support III

The CWO APS EIM team is responsible for handling technical events and real-time technical (application/infrastructure) triage to enable restoration of issues impacting critical business services to customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period. Candidate will lead triage calls, ask probing questions, keep the necessary focus on restoration of services while delivering clear, concise, and timely incident communications to our CTO/CIO groups. Duties include ensuring all necessary teams are engaged and focused on their tasks. Must be flexible, has foresight to see the need to change priorities, escalate accordingly and able to understand and communicate across diverse technical platforms. This role also specializes in proactive monitoring and leveraging various monitoring tools and dashboards to analyze, validate and react to application and infrastructure alerts. Flexible enough to work for extended hours and/or weekends and holidays as needed to handle high priority issues, production recoveries and provide support to monthly Integrated and Infrastructure releases

Customer centric mindset.

• Hands on experience with monitoring tools, dashboards, proactive health routines and Eyes on Glass model.

• Experience in application, infrastructure, and networking support.

skills:

.net,AIOps,DynaTrace,IT operations,Linux,Microsoft Suite,Windows,monitoring tools,networking support,Oracle,proactive monitoring,ServiceNow,Splunk,Netcool,Flexible,attention to detail,business acumen,communications,communicate,excellent written and verbal communications,Ability to communicate effectively,Excellent communication skills,written communications,work effectively,leadership,Excellent leadership,work well under pressure,problem resolution,Excellent analytical and problem-solving skills,proactively,Able to work independently,proactive,Customer centric mindset,Strategic thinker,Architecture,automation,business communications,business processes,dashboards,Event Management,facilitation skills,Incident Commander,Incident Command System,incident triage,Incident Management,ITIL,infrastructure,Operational Readiness,production support environment,risks,risk,triage,weighing