Production Services Analyst , Core Technology Infrastructure

Job Description:

•   Looking for a technical production support lead experienced with Incident and Problem Management.

•  Ability to work in a fast paced environment.

•  Actively engage and lead product support issues/incidents

• Guides the team identify risk and issues along with mitigations plans and escalates as appropriate.

•  Ensure SLAs are met and escalate issues which needs attention.

• Ensure system availability is not compromised.

• Delivers clear and timely communications to impacted stakeholders.

• Identifies and makes recommendations regarding work that will potentially proceed, be delayed or stopped when environment changes occur.

• Ensures compliance with Corporate Change Standards and procedures, including maintenance of Systems of Record and delivery of quality project artifacts. 

• Engages Stakeholders and project team for the preparation and timely delivery of critical artifacts.  

• Identifies change controls and communicates risks and rewards associated with decisions and actions to stakeholders.

• Coordination of cross-functional dependencies and deliverables for impacted business and technology groups.

Primary Skill

• Pega / PegaRules Process Commander PRPC

Required Skills

Core Technology Infrastructure Organization:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

• Excels in working among diverse viewpoints to determine the best path forward

• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

• Commitment to challenging the status quo and promoting positive change

• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

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. 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.

Shift:

Hours Per Week: