Responsibilities

• Contributes to daily operational support of our applications by determining tasks and priorities necessary to accomplish given objectives.
• Manage overall support case management processes as part of the operational support team; ensure timely response to user support requests; manage interactions with application development program team members; adherence to core support SLAs and procedures
• Performs own tasks effectively to meet deadlines and systematically manages own tasks to ensure overall deadlines and SLAs are met
• Gain a strong understanding of the application portfolio including business understanding, application functionality and underlying technical stack
• Ability to take a lead role in managing a small team of subject matter experts on specific area of operational functionality and gain that expertise themself
• Collaborates within small to mid-size projects and teams to support workloads coming throughSDLC.
• Ability to communicate technical issues to customers, peers and management staff in a clear concise manner
• Ability to take on responsibility for proactively preventing issues occurring through leveraging of tooling and processes
• Demonstrate experience in diagnosing new issues through collaboration with users and colleagues and logically thinking of root cause
• Establish effective relationships with key stakeholders
• Provide strong customer service attitude and skillset
• Ability to travel 10%

Skills

• 3+ years of experience of working in operational support environment

• Strong understanding of support processes, including experience working in a multilevel (L1 / L2 / L3) operations support organization with responsibilities for driving issues to closure
• Solution-oriented; skilled in grasping the essentials in complex situations, anticipating client needs, and conceptualizing both problems and solutions
• Experience with ITIL principles and processes across Incident, Change and Release Management
• Solid technical background, with understanding and experience working across the full software development lifecycle in Agile environments
• Strong Client &Vendor Management skills and experience
• Comfortable in the dynamic atmosphere of a technical organization with an expanding customer base and technology span
• Team oriented with ability to work effectively on own as needed
• Ability to effectively collaborate with globally distributed teams
• Strong verbal & written communication skills.
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Bonus Skills

• Experience with Confluence and Jira.
• An interest in Blockchain or Crypto technologies
• Knowledge or Understanding of SecurityOperations
• DevOps Mind and or skillset or experience of working within similar framework or culture
• Experience working within an Agile development methodology.