Dear partner,
Please go through the below requirement and send me the suitable profiles with best rate and contact details to ssyed@novaerasolutions.com.
Client prefers a direct onsite interview.
Location: Shelton/Danbury, CT (Candidate's choice)
Best Rate: Let me know.
6 months+
Product Support Lead
The ideal candidate will have –
· Sound technical knowledge of IT technologies and processes
· Experience in supporting web based products
· Excellent coordination, communication and project management skills
· Ability to perform under pressure
· Thorough understanding of Monitoring tools such as Keynote, SCOM, Opnet etc
Responsibilities:
· Level -2 support for production issues related to mission critical web based product
· Drive efforts and follow ups to find the root cause
· Continuous improvement, based on the issues discovered ongoing basis
· Prepare and send external RCA document to customers
· Work with outsourcing offshore vendor and other internal groups to ensure SLAs are met
Subject Matter Expert (SME):
· Project management (Liaison between outsourcing vendor, Engineering and Service project managers)
· Coach/train offshore resources responsible for Level-1 support
· Represent IT in core team meetings
· Collect requirements from customers, business, sales, service and engineering groups
· Build, maintain and apply IT product hosting related standards
· Provide inputs, requirements for new initiatives
· Design and architecture for new products or features
· Create design, architecture documentation
· Design and Implement monitoring solutions
· Participate in cost analysis and tracking activities
· Participate in preparing responses for RFP
Deployment / Support
· Coordination, planning and oversight for deployments
· Write deployment documents and plans.
· Create network diagrams and process flows
· Create requirements documents for network configuration
· Prepare and test Disaster recovery processes.
· Create security hardening process for OS and Application
· Monitor health of production systems using tools such as BMC, Keynote, Solarwinds etc
· Provide management reports showing system Health
· Implement corrective actions to resolve issues.
Participate in ERTs, Outages and RCAs
Provide statistics on system uptime
Drive Support Requirements back to Development and other IT groups
· Provide requirements to remove any manual steps required in daily operation
· Provide requirements when system monitoring is inconsistent
· Escalate recurring system issues or alerts so that they get fixed
Job Automation
· Identify jobs that can be automated
· Automate jobs using scripting
· Document and train operations to run these jobs.
Skills
· Experience in deployment and support of enterprise level web based applications
· Experience with TCP/IP and network troubleshooting
· Knowledge of Load Balancers, Firewalls etc functioning
· Experience with SQL and basic knowledge of SQL Server and Oracle Databases.
· Experience with scripting languages for job automation
· Knowledge of Testing processes and Development languages.
· Experience with version control systems and defect tracking systems.
· Experience with Project management
· ITIL certification is a definite plus
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