- Lead internal and offshore team in resolving all open support tickets relating to our enterprise and member facing software, including both web and mobile applications.
- Provide leadership and direction to improve overall stability and quality of product.
- Lead internal and offshore team to address
o Root causes for recurring support issues
o Automation of routine system maintenance
o Enterprise data integrity
o System monitoring and alerts
o Centralized error logging and reporting
o Administration dashboard for automated maintenance, configuration, and reporting.
- Prepare high quality documentation pertaining to production support, configuration, and enterprise system maintenance.
- Provide production support leadership and value-add recommendations towards continuous improvement of product stability, performance, data integrity, and reliability.
- Lead and mentor junior internal and offshore team to build a culture of continuous improvement within the production support arena.
- Act as liaison to product management team and internal business units for all product support related communications.
OTHER DUTIES AND RESPONSIBILITIES
- Drive agile development process within production support team.