Job Overview
As a C++ Production Support professional, you will play a critical role in developing, maintaining, and managing the release/workstream schedule and dependencies. This position involves supporting the establishment and oversight of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with other operational teams, thereby ensuring the delivery of key business results associated with assigned releases.
Key Responsibilities
• Oversee the development and management of the release/workstream schedule and interdependencies.
• Assist in the creation and oversight of SLAs and OLAs with various operational teams.
• Collaborate effectively with client and internal leadership to define team roles, responsibilities, and expectations while ensuring timely feedback.
• Maintain a comprehensive understanding of Customer Support metrics and SLAs.
• Assume responsibility for all support aspects related to the product and facilitate team guidance and mentoring.
• Organize and motivate team members in their daily tasks while managing shift planning as necessary.
• Analyze incoming case volume data and communicate trends in customer behavior to relevant teams.
• Provide training to new team members and handle escalations as they arise.
• Work closely with leadership to establish and enforce strategic goals and team objectives.
• Conduct one-on-one meetings with direct reports.
• Plan process maps and workflows to enhance operational efficiency.
• Support deployments and serve as the primary point of contact for customer outages and issue resolution.
• Travel may be required (approximately 20%).
Required Skills
• Excellent verbal and written communication, along with strong interpersonal skills.
• High analytical aptitude with keen attention to detail.
• Proficient knowledge of asp.net MVC, C#, and SQL.
• Strong working familiarity with Microsoft Office products.
• Demonstrated leadership capabilities and team-building skills.
• Ability to work collaboratively and empower team members effectively.
• Flexibility to operate under tight deadlines.
Qualifications
• A Bachelor's degree in a relevant field is required; a combination of education and experience may be considered.
• A minimum of ten years of experience in a production support environment, showcasing technical expertise.
• At least three years of supervisory or leadership experience within Information Technology is mandatory.
• Previous experience in managed care or healthcare is preferred.
• An understanding of the healthcare industry is essential.
• ITIL Certification is a plus.
• Alignment with the company’s values and mission is crucial.
Career Growth Opportunities
This position offers significant potential for career advancement through mentoring responsibilities and the opportunity to collaborate closely with leadership in shaping team strategies and goals. The company fosters a culture of continuous learning, enabling employees to expand their knowledge and skills.
Company Culture And Values
Our organization is dedicated to cultivating an environment of continuous improvement and learning, empowering employees to develop their capabilities and take initiative within their roles. We value teamwork and support one another in achieving professional excellence.
Employment Type: Full-Time
Location: Anywhere
Posted: Oct. 21, 2024, 9:26 p.m.
Apply Now Company Website