Production Support Lead

JOB DESCRIPTION• Ability to understand application diagrams around infrastructure and application flows. • Ensures systems are running and can troubleshoot issues. Working knowledge of applications and batch processes. • First line of defense for system outage. • Works with partner IT teams to troubleshoot issues related to system issues andor prepare for events affecting the systems. • Primary resource for any infrastructureregulatoryaudit related projects. • User Access Reviews, understanding user roles, access, and entitlements. Understand and execute privileged access management and rotating passwords. • Maintaining the ServiceNow CMBD entries for applications. • Disaster Recovery and Business Continuity planning and tracking. • SSL Certificate renewal and maintenance. • Researching and mitigating planning of vulnerability incidents. • Maintain support team on call schedule and updates to ServiceNow. • Attending mandatory dailyweekly meetings for system outages and incident management. • Design & Planning for new synthetic monitoring opportunities to track system availability. • Managing RCA around high priority issues causing colleague & customer impact. • Data Quality management for daily incident & request backlog. • Help drive open problem ticket remediation to satisfactory conclusion. • Compile and present monthly production support metrics across many domains. • Help drive visibility into opportunities to remediate chronic issues through fix or automation. • Ability to document solutions and maintain currency of team support knowledgebase. Pay range: 40-50hrREQUIRED SKILLS AND EXPERIENCE• Must be able to support hybrid work week (3 days per week in office minimum). • Bachelor's Degree. • 5+ years related experience. • Ability to dissect problems by talking to users, read KBs, review event logs, querying databases, reading code to narrow root cause. • Experience with Kenna vulnerability management aggregation tool. • Experience with REST APIs, Apigee Gateway. • Experience with Windows Servers, SQL Server Databases. • Experience with writing SQL queries against both SQL Server and Oracle databases. • Experience with DR planning. • Experience with Password Management Tools. • ServiceNow CMDB management experience. • ServiceNow Report & Dashboard creation.NICE TO HAVE SKILLS AND EXPERIENCE• Work well in a team environment. • Self-motivated and able to lead others. • Able to work well under pressure when required. • Available for on-call production support as needed. • Ability to take on issues and bring them to completion making sure a consistent delivery process is followed.

Created: 2025-03-09