RESPONSIBILITIES

Customer Support

Provide first-level customer support by:

Capturing and tracking application-layer issues and service requests for the customer, ensuring appropriate routing and/or delivery against such requests.

Handling security requests (user authentication and access control procedures).

Coordinating new hire on-boarding and application set-up/administration.

Performing on-call application support (via team rotational schedule)

Responding to application hotline calls from end-users requesting help (during normal business hours), as well as, requests forwarded from CSC (helpdesk).

Attend customer team meetings to report progress and status.

Execute small technical development activities, (work-orders), as requested by business customers.

Fault and Problem Management

Maintain ownership and accountability to the end-user for support by:

First Point-of-contact for application-layer incidents flowing from CSC (helpdesk), automation tools or directly from end-users.

Performing initial Incident triage.

Executing second stage dispatching, as applicable.

Coordinating resolution of incidences in collaboration with other support teams.

Tracking performance bottlenecks and developing long-term fixes, in collaboration with other support teams.

Coordinating/executing reboots, recycles, etc.

Coordinating development/implementation of automated tool monitoring.

Performs application-layer tracking of outages, investigates and assigns root-causes and reports summaries and trends to management.

Develop and implement incident resolution procedures (automated and manual).

Coordinating incident escalation procedures following approved policy.

Configuration Management

Maintain master configuration settings per application and maintain physical asset inventory, in collaboration with other support teams.

Assist in hardware/software configuration planning, estimating, version control and implementation.

Performance Management

Maintain overall application (end-to-end) performance management by:

Coordinating performance monitoring, analysis and corrective actions, for application and all underlying infrastructure components.

Researching performance trends, producing projections, and implementing industry best practices, in collaboration with other support teams.

Monitoring throughput and orchestrate performance improvements.

Release Management

Assist development teams with release management procedures.

Owns the production image and production transition procedures, at all times.

Capacity Management

Oversight of tracking and coordination overall application capacity trends and projected requirements (for infrastructure, middleware, databases, utilities, etc)

Batch Processing

Manage production batch scheduling and resolve failed batch job/recovery procedures, in conjunction with incident management process/procedures.

Backup Management

Manage end-to-end backup scheduling, decisions, and change requests.

Disaster Recovery

Create and maintain disaster recovery plans, coordinate with enterprise plans, as well as document, plan and rehearse testing.

Reporting

Perform Service Level Reporting, incident reporting, performance reporting and capacity reporting. 

SKILLS

• A minimum of 5 to 10 years of solid, diverse work experience in application or infrastructure support and/or application development experience.
• Microsoft Office and Microsoft Project Management skills.
• Strong analytical and problem solving skills.
• Good organizational skills and ability to adapt and be flexible.
• Solid interpersonal and communications skills. Ability to communicate with customers, management and technicians alike.
• Strong knowledge of data warehousing and medical/health insurance data (preferred).
• Proven skills using various tools (SAS, Cognos, Oracle Developer,), OS (UNIX, Windows, mainframe), databases (Oracle, DB2, SQL Server), Tools (ETL, web, Tivoli )
• A commitment to skills building and personal growth
• All candidates must have health insurance experience.
• All SA and Developer candidates must have PL/SQL Oracle experience.

EDUCATION

• Bachelor's/Associates Degree in Computer Science, Information Systems, other related field, or equivalent experience
• All candidates must be American citizens or Green Card holders. The client does not hire/convert H-1 holders to a full-time status.