Job Description:
This role provides support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents.
As an L3 Production Support for Contact Center Applications Specialist your role and responsibilities will be:

• Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures.
• This role is the key focal point for the customer/client/associate experience and owns restoring any impacts to those experiences regardless of where the root cause of the impact lies.
• L3 Production Support for multiple contact center applications Application Subject Matter Expertise
• Function as technical subject matter expert both from an application functionality as well as production infrastructure/platform perspective Application Triage Support
• Engage in deep technical triage for incident and problem resolution as required Production Stability and Sustainability
• Proactive identification and ownership of continuous improvement opportunities both from an application ad infrastructure standpoint
• Compliance/Risk/Audit activities Proactive Monitoring of Environment
• Interfacing for Vendor Hosted Applications
• Release Management Support Disaster Recovery, ARC Testing
• Activities Production Digital Certificate Lifecycle Management

As a L3 Production Support for Contact Center Applications Specialist your skills and qualifications will ideally include:
Primary Skill

• Angular 2

Secondary Skill

• Microsoft IIS

Tertiary Skill

• Java

Required Skills

• Working knowledge of Angular 2+, .NET / IIS platforms, and JAVA
• Working knowledge of various monitoring tools, such as Splunk, Glassbox, Sitescope, Dynatrace, AppDynamics etc.
• Working knowledge of MS SQL, Oracle technologies
• Working knowledge of Windows / desktop platform
• Triage analysis with end-users including complex network environments and multiple application tiers
• Effective Communication - Clear, Concise & Ability to articulate Problem/Solution
• Should be able to participate or conduct conference calls with technology and business users
• Performing root cause analysis for recurring problems so they can be permanently remediated
• Respond, resolve and document progress within service tickets and problem tickets to adhere to SLAs
• Be flexible in providing on-call rotation support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required
• Identify proactive and preventive measures to minimize impacts
• Basic UNIX / LINUX knowledge
• Knowledge of application architecture and networking concepts
• Superior organizational skills
• Able to work with minimal instruction; a go-getter
• Detail-oriented
• 3-6 years of production support experience, or equivalent

Desired Skills

• Knowledge of contact center environment
• Support of the desktop applications in contact / call center environment Knowledge of Remedy tool / processes
• Knowledge of Computer Telephony Integration
• Skype Chat • Mattermost
• Self Motivator

Shift:
1st shift (United States of America)
Hours Per Week:
40