Production Support Specialist - Senior Associate - SD-EAM-0025 - ARG000SJ
Assist the Assurance Infrastructure and Operations Delivery manager in the day-to-day service delivery activities for the Audit Transformation program. The Supervising Associate is responsible for supporting the development, testing, delivery and operations of IT solutions for all associated non-production and production environments. The role requires organization skills, knowledge of infrastructure, and solution delivery. An understanding of project management and implementation related stages, i.e. initiate, plan, execute, monitor and control and close software deployments. Under guidance by manager, have experience managing production deployments including issue, risk, resource, communication, and stakeholder management. Proficiency in related processes such as build management, implementation planning, deployment readiness, and production support is also required. The role calls for stakeholder relationship management skills to manage project support and deployment teams to successfully deliver technical solutions to customers.
As the Supervising Associate for Platform Management, and Infrastructure and Operations Delivery for the Assurance Audit Transformation platform, he/she will be responsible for:
Responsible for executing the provisioning of all new infrastructure for the various non-production and production environments. This includes review of all build sheets and architecture diagrams for accuracy as well as submitting and managing the change request process for the provisioning of the infrastructure.
Familiarization with the processes/procedures required for the coordination of activities for deploying and managing the Audit Transformation platform.
Develop strong working relationships with the Assurance Business, Assurance development teams and Global Information Services operations team members in order to provide effective day-to-day support of the various environments
Assist in the management of the day-to-day activities of the Level 3 support organization and the various dedicated production level support personnel responsible for the operational maintenance of the environment
Successfully working in a Dev Ops environment including working with production Level 4 support resources, command centers for deployments, and software builds.
Assisting in IT deployments including tracking deployment schedules, issues, risks, and impediments.
Understanding of project management methodology, tools and templates (includes planning, schedule development, scope management and budget)
Work with Product owners and IT stakeholders to prioritize releases and production support.
Essential Functions of the Job:
Ensure and maintain operational readiness of the production environments
Coordinate software deployments for the non-production and production environments
Adhere and provide feedback to release plans and deployment schedules.
Manage and conduct multiple deployments simultaneously.
Close the deployment event and hold retrospectives to improve future processes and deployments.
Perform Deployment toll gate reviews and readiness reviews with all aspects of IT organization and business sponsors
Review and provide feedback to infrastructure architecture designs and solution designs;
Responsibility for the user account and access management for the environments which includes troubleshooting and resolving access issues
Review and facilitate SSL Certificate; AD service account and Load Balancer provisioning for all Audit Transformation environments
Assist in the oversight and reporting of the Hosting Costs for the Infrastructure.
Track infrastructure delivery and dependencies to deployment.
Plan for and manage change including change boards and approval processes.
Communicate deployment issues, delays, and mitigation plans.
Interface and communicate with project team, management and stakeholders.
Work in teams consisting of cross- functional, global groups.
Work in incident teams and responses to production outages.
Work with external contractors and suppliers where required.
Work within defined build, deployment, and support governance processes.
Ensure that all deployments meet the requirements prescribed by IT Services through the effective implementation or use of approved processes, methodologies and deliverables.
Analytical/Decision Making Responsibilities:
Must have a background in IT infrastructure, production support, release management, and IT builds.
Understands the use of IT methodologies, processes and standards for release (deployment) management.
An understanding of the systems development life cycle - plan, initiate, elaborate, design, build, test, implement.
Knowledge and use of industry-standard project methods, tools and techniques e.g. RAIDS, budget, communication.
Excellent communication skills (verbal and written).
Analytical skills and problem solving skills needed with the ability to multi-task.
Strong team working skills across client, supplier and geographically dispersed virtual teams.
Demonstrated experience working for large organizations on complex projects.
Demonstrated ability to build strong working relationships.
Ability to facilitate change management with teams.
Extensive experience of delivery that includes the use of supplier and off-shore resources.
Experienced in managing to contract; ensuring clients and suppliers alike perform in accordance with original agreement.
Other relevant experience in a related technical field (application development, deployment/implementation and infrastructure) is desired.
Knowledge and Skills Requirements:
Experience with on premise and cloud based infrastructure build-out and deployments
Understanding of Linux and Microsoft Windows operating systems
Understanding of virtual server technologies and network computing principles
Experience working with ServiceNow.
Experience working Agile/Scrum environment preferred.
Experience working in Dev Ops organizations preferred.
Experience in a professional services industry preferred.
Experience with ETL processing and data visualization technologies preferred
Experience with Open Source technologies preferred
Experience working in TFS and TFS Release Management is preferred.
Project management certification is preferred (PMI/CAPM or PMP, PRINCE2).
Familiarity with ITIL v2 or 3 would be advantageous.
The Supervising Associate is expected to work independently and have the responsibility of assigning work to various members support the Audit Transformation program. The individual will have regular interaction with his/her supervisor in order to keep the supervisor updated on work performed and identify any roadblocks to the completion of work.
Availability for incident escalations and key project delivery tasks outside of US office hours.
Education: A degree in Computer Science and/or a business related degree; or equivalent work experience.
2 to 5 years in a corporate IT environment.
1 to 5 years’ experience in project management and deployment, specifically with Microsoft technology stack based projects.
Work experience in a professional services industry, preferred.