Job Summary
The Lead, Production Support, will lead a team of support analysts and provide setup and testing of production job execution, automate and schedule for business-critical areas including daily client file transfers, and produce enterprise-wide reporting and analytics in a 24/7/365 environment. This role will manage assigned change control tickets and trouble tickets, managing the applications and meeting the service level agreements defined, with short turn-around-time. Additionally, this role will manage stakeholder needs and flex to work in shifts adhering to business needs, additionally will provide leadership for host infrastructure and applications. The Lead, Production Support will participate in long-term capacity planning as well as short-term prioritization and assignment of projects using agile/scrum methodologies.
Essential Job Functions:
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Capability Building and Service Delivery - Execute the business plan set up by functional leaders, develop resource plan and does capacity management. Provide daily work management, technical guidance, strategic direction, problem resolution, and career path development for production support team. Accountable for the overall management of projects including timeliness, quality, and client value. On-call production support (24x7 x365) / weekends, monitoring and maintaining multiple applications in development, QA, staging, and production environments. Drive and investigate system issues for space, server performance, query response times, and files transmissions.
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Technical Expertise - Develop and execute highly complex and large scale data structures and pipelines to organize, collect and standardize data to generate insights and address reporting needs. Provide expert technical consultation to senior Information Technology (IT) management strategic planning groups. Lead the support team s activities, which primarily focus on the key ITIL process, such as incident management, problem management and service management.
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Tracking - Perform tracking of production processing and critical client files using system tools such as, but not limited to, IBM Tivoli Scheduler / Control-M / Airflow. Open and complete Tessera trouble and change tickets (system issues, installations, requests, etc.) / Service Now / JIRA tickets. Prioritize standard workload with incoming critical alerts and disruptions.
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Communication - Set expectations with the stakeholder and keep communication flowing at appropriate intervals adhering to stakeholder management. Ensure timely team communication with other internal teams and clients regarding issues, changes, etc. Construct e-mail notifications and responses to clients and internal team members in a timely manner.
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Talent Management - Mentor and manage a team of Production support associates. Lead, develop and motivate team members through sharing and exhibiting best practices, coaching, mentoring, performance management and development planning. Coach and guide team members in India, perform annual and mid-year performance reviews.
Reports To:
Direct Reports:
Working Conditions/ Physical Requirements:
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Normal office environment. Must work at a Bread Financial office at least 2 days per week in hybrid model.
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Support work during weekends and night shifts as per the roaster (monthly / quarterly).
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Work weekend and night shifts and be available for on-call support during critical issues.
Minimum Qualifications:
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Bachelors Degree
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6+ years of experience working in technology with an operations background in TWS, CA7, TSO, ISPF, UNIX, DataBricks, Pyspark, Scripting, and VI Editor.
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4+ years of experience leading people in a professional setting, managing production support teams and platform support like MSTR, Informatica or Dataiku.
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Experience working in cloud environments like AZURE / AWS / GCP.
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Must be able to work weekends and night shifts, and support team as required.
Knowledge, Skills and Abilities:
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Production support
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Platform support
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Atlassian JIRA
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Data Warehousing (DW)
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ETL tools - Informatica / Dataiku / Alteryx
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Microsoft SQL Server
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Team Management
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Unix, mainframe, windows, database, network, and data security
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Azure & AWS
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Familiarity with job scheduling tools - IBM Tivoli / Control-M / Airflow
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Databricks - Pyspark
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Python programming
