Wednesday, March 28, 2012

[Outsource:60694] DIRECT CLIENT - PRODUCTION SUPPORT required for Shelton or Danbury, CT

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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