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Production support Engineer/Lead

Company: Orion Business Innovation
Location: North Bergen
Posted on: March 23, 2020

Job Description:

Job Title : Production support Engineer/Lead Job Location: North Bergen, NJ Description I am reaching out to you for an exciting job opportunity that matches your Skills If available and interested in the role, please forward me your updated resume and I shall get in touch with you. Also be free to circular this role to friends or colleague looking for new opportunities. About Orion Founded in 1993, Orion provides innovative IT services and solutions to global industry leaders as well as millennial companies to help them achieve business transformation. With a consultative approach and solutions driven mindset, we reinvent your business processes with new and better ways of working. We do this by enabling the use of enterprise data, the cloud and digital technologies. What---s in it for you? A platform to unleash your skills and transform the world around you A team of like-minded professionals An opportunity to shape the technology of tomorrow, while working with the latest technologies Production Support Lead Location: Woodcliff Lake NJ Job Summary: As a part of Product Support the Team Lead is assigned a team of support agents who are dedicated to the task of quickly triaging, resolving, or escalating incidents to the next level of Support. Team Leads are expected to mentor and coach their team, conduct performance reviews, hold career discussions, and work incoming incidents as needed. Team Leads will also ensure their team members are meeting departmental Key Performance Indicators and metrics, and use quality management processes to develop their team members. Responsibilities -- Manage Tier 3 support team -- Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team -- Be available to assist their team as needed with case escalations, escalations, and process/workflow guidance -- Help recruit, hire, and develop new technicians -- Oversee team responses to customer questions, problems, and work requests daily -- Directly work escalated tickets and normal incoming volume, particularly on days where peak volume/peak seasons necessitate -- Respond to new tickets with an initial response and attempt to resolve on the first contact -- Gather necessary information to advance the case to higher-skilled support personnel when necessary -- Author knowledge based content -- Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts -- Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs -- Be responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations -- Stay informed on product changes and rapidly learn information about product functionality changes Qualifications: Exposure on Microsoft .Net technologies, SQL 5 years' experience leading and managing technical teams 3 years in a technical support role, Tier 3 Available for weekend on-call or after-hours duties Experience troubleshooting complex issues Ability to manage multiple tasks and projects for self and for team Degree in Computer Science or a related field

Keywords: Orion Business Innovation, North Bergen , Production support Engineer/Lead, Engineering , North Bergen, New Jersey

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