lead - Production operationsCotiviti

Lead - Production Operations
 
PRINCIPLE PURPOSE OF JOB
 
The Production Operations Lead will oversee the application support and assist in managing all events impacting production processes, SLAs, and client satisfaction. Responsibilities will also include leading coordination efforts of all production releases, change requests and new application support.
 
JOB RESPONSIBILITIES
·       Overall responsible for Applications availability
·       Leading problem resolution for all production issues related to applications and services, from initiation until conclusion. This will include issues related to the client facing environments, and the environments used by internal clients
·       Escalating issues as needed while communicating status and risks to management
·       Taking lead in the creation of Root Cause Analysis for production events and tracking completion of corrective actions items determined in the Root cause analysis
·       Coordinates with Implementation Group on new client activation or expansion of existing client service expansions
·       Coordinates with Client Services Group on any requests from clients including testing and/or additional or non-standard monitoring as requested by clients
·       Works and communicates directly with Client Services Group or Clients for any production events
·       Interfaces with the Development, QA, Delivery and Release management teams for managing releases of application and services into Production
·       Coordinates release and deployment activities between on-shore and off-shore support teams
·       Creates and maintains the release calendars, schedules and required software deliverables pages
·       Creates and maintains the release checklists and place holders for the support teams and coordinates with Command Center for internal communications
 
Other Related Responsibilities
·       Manage the Production Support Analysts team including appropriate staffing, shifts and for release and other maintenance activities
·       Help to Maintains production support documentation library ensuring documents are current, accurate, and available to appropriate groups
·       Follows and supports IT business processes including change management, configuration management, and disaster recovery and business continuity
·       Assists and participates in Disaster Recovery/Business Continuity planning and testing. Activities to include actual live fail over and fallback exercises
·       Provides advanced support and direction for the integration of 3rd party systems or applications required to support the business
·       Implements processes and procedures using the ITIL framework
·       Coordinate with the management and Production Operations team for various management decisions.
·       Work with Talent Acquisition team along with manager for screening candidates and interviews
·       Works towards continual improvements of process and procedures with a goal of operational excellence.
·       Other duties as assigned including active participation in Projects related to both the IT department and the company as a whole
 
ATTRIBUTES AND BEHAVIOR
·   Lead from front
·   Ability to take critical technological decisions during the production event
·   Develops and maintains positive working relationships with others
·   Shares ideas and information
·   Assists colleagues unprompted
·   Takes pride in the achievement of team objectives
·   Has credibility with peers and senior managers
·   Self-motivated - driven to achieve results
·   Works with a sense of urgency
·   High customer service ethic - is passionate about meeting customer expectations and improving service levels
·    Keeps pace with change - acquires knowledge/skills as the business evolves
·       Handles confidential information with sensitivity
·       Exhibits behaviors consistent with Cotiviti Values
 
RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS
·       Bachelor's Degree (or higher) preferred (or equivalent experience in Information Technologies).
·       10 to 12 years working in a Technical/development role and 2+ years working in a lead role for production application support.
·       Good knowledge and experience in IT Security best practice
·       Experience with monitoring tools
·       Experience in supporting the ITIL framework
·       Demonstrable excellent troubleshooting and interpersonal skills
·       Ability to work and support off hours
·       Works with a sense of urgency
·       Prior relevant experience helpful
·       Communicates with ease up and down the chain of leadership
·       Excellent analytical skills with ability to troubleshoot problems and find root causes
·       Ability to adapt to changing situations with ease
·       Team player with strong desire to assist and share knowledge
·       Proficient in Oracle, Linux, Unix technologies
·       Proficient with Microsoft Office Suite (Word, Excel, Power Point)
·       Professional with ability to properly handle confidential information
·       Ability to work well independently and in a team environment.
·       Ability to handle multiple tasks, prioritize and meet deadlines.
·       Ability to work within a matrix organization
·       Excellent written and verbal communication skills.
·       Flexible schedule to work evenings and weekends, as needed
·       Travel requirements low - although some travel may be necessary to out of state data center
·       Must have ability to positively handle/manage stress, such as high work volume and frequent change.
·       Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones.
 
SKILLS & COMPETENCIES
·       Excellent verbal and written communication skills
·       Effective verbal communication
·       Strong analytical and problem-solving skills.
·       Strong organizational and Team management skills and adaptive capacity for rapidly changing priorities and workloads
·       Ability to work well independently and maintain focus on a topic for prolonged periods of time
·       Comfort in working with team members that are remote and located in the US, India or other geographies
·       Ability to work within a matrix organization
 
JOB DEMANDS
·       Flexible schedule to work evenings and weekends, as needed
·       Ability to work seated at a computer for long periods of time