Production Support Lead Java IVR

This will be the Lead overseeing the Offshore team

Overall Expectations/Requirements:

• For Production Support Lead role (Onshore team lead of Offshore team) were looking for someone with 8 years of experience in IT (preferably 4 years of experience in contact center domain).
• Resource should
  • Be open to and capable of learning domain (Contact center domain IVR CTI) and technology (Java Shell scripts SQL query) concepts to the extent necessary to perform support tasks.
  • Be able to coordinate with one or more Internal IT teams Business partners External Vendors as needed for different Contact center products we manage/support and get things done on time.
  • Be able to assist with various administrative tasks we perform as part of support and/or compliance.
  • Be able to assist with incident management activities (triage track and manage incidents on our queue).
  • Be able to take part in and assist with our oncall support responsibilities.
  • Be flexible to support various maintenance/shakeout activities.
  • Be able to research and remediate security threats/gaps/vulnerabilities reported on our apps/infrastructure.
  • Have good documentation clear communication and articulation skills.
• Technical skills
  • Programming/Scripting Java shell scripting windows batch scripting HTML & JavaScript.
    • Code editors/IDE Eclipse NetBeans.
    • Terminals Putty Windows PowerShell.
  • Database Oracle MSSQL MySQL.
    • DB clients SQL Developer SQL Server Management Studio MySQL Workbench.
  • OS Windows Unix family of systems (Linux/AIX/Ubuntu etc.).
  • Working experience/familiarity with below areas/tools would be good addition and nice to have:
    • Web development framework Spring Spring MVC JQuery etc.
    • BMC ControlM (CVS choice of tool for scheduling jobs).
    • Azure Cloud.
• Collectively our as a team should
  • Be Proactive do due diligence carry out their responsibilities autonomously while taking bottom line responsibility for the assignments/objectives theyre trusted with.