Production Support Lead

Hello All,

This is Tejal from SpiceOrb. 

SpiceOrb is looking for Production Support Lead to work for Contract Positions which is 100% Remote model. 

If you are interested and a good fit for the position, then please email me an updated copy of your resume, DL copy and visa copy along with the required details to 

We intend to close this position by next week.

Please find below job description:

Production Support Lead (C /.Net with Oracle exp)

Job Location:- Remote  

Note from the client :-  

 The person is going to be a Support Lead/Manager co-owning (along with Hiring Manager) and manage the onboarded onsite support team for Claims/ billing & Enrollment.

So the person needs to know how to manage the SLAs, Customer Communication, Escalation Mgmt, Team Management. Technology expertise on C /Oracle or .net/oracle would be required so as to troubleshoot and lead the team.

Exp Level10 yrs

Must Have/C /.Net, with Oracle, SQL

Good English Comm skills

Good to have Healthcare Domain Knowledge, ITILHealthcare domain

Good to have Rotational Shifts

SUMMARY:  

Product Support Lead is an analytical role responsible to coordinate the development and implementation of programs and strategies to improve service to our customers.  

RESPONSIBILITIES/TASKS: 

• Develops, maintains, and manages the release/work stream schedule and dependencies.
• Supports creation and management of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with other operational teams.
• Responsible for the delivery of business results assigned to the release(s).
• Works with client and internal leadership counterparts to determine team member roles and expectations and ensure timely feedback. 
• Good understanding of Customer Support metrics and SLAs.
• Accountability for all support aspects related to the product. 
• Ability to quickly learn the application and develop a functional understanding from a business perspective. 
• Responsible for guiding and mentoring the team
• Able to handle and plan the shifts as needed 
• Organize and motivate team members in their day-to-day work
• Able to manage and understand data around incoming case volume. 
• Communicate any trends in customer communication or behavior to other teams as needed. 
• Responsible for training new team members. 
• Reports from the help desk to understand trends and do detail RCA 
• Able to handle incoming escalations. 
• Work directly with leadership to define and enforce strategies and team goals. 
• Conduct one-on-ones with direct reports. 
• Plan process maps and workflows 
• Responsible for planning and supporting deployments
• Act as a POC for customer outages and resolution.
•  

Regards,

Tejal