Details: Duties:This individual will focus on supporting IVR applications within the Call Application Solution Group. The position requires providing 24X7 application support and carrying a pager or BB on a rotation basis. The Application Development Specialist is expected to have a good understanding of the business, be able to promptly field and report production issues (pages/alerts/tickets/user request) and quickly follow through on issues by performing tier-1 troubleshooting and analysis, as part of timely remediation and resolution. Suggesting quick workarounds, being sensitive to business user's sense of urgency and proactive behavior is critical to success in this role. The Call IT Production Support team strives for service excellence by complying with defined business SLA that focuses on application availability, minimizing service disruption, zero outages and overall systems health and stability. The candidate must have successful experience working with external & internal partners, cross functional groups and vendors. Advocate proactive measures to prevent issue recurrence (monitoring), focus on documentation and processes and take initiatives to automate, where applicable. In order to provide business value, the candidate must understand the business processes that are supported by the Call IT applications.Major Production Support Duties and Responsibilities:- Follow defined Production Support procedures and standards around fielding, reporting and escalation of production issues for all Call IT applications.- Demonstrate technical ability to come up with quick and sound workarounds to remediate and resolve issues in a timely manner.- Provide 24X7 Application Support and carry pager/BB on a rotational basis.- Perform application shakeouts and validations to support upcoming releases, enhancements and changes.- SME (Subject matter Expert) for multiple Call IT Applications.- Clearly document issues and communicate effectively with business and systems partners.- Support production KPI Metrics report generation process.Skills:The position will report to the Production Support Manager, internal & external customers and Vendor Partners to meet or exceed service standards. .- Minimum five years of Information Technology experience with two years in application support.- Experience in the implementation & support of IVR systems and troubleshooting of complex production environments.- Experience working with vendors.- Problem solving skills including the ability to systematically analyze complex problems and come up with innovative solutions such as automation of manual support tasks. Must be a highly organized and disciplined individual who fully understands the rigors of a 24 x 7 mission critical production environment and works well with multiple technical disciplines.- Solid written and verbal communication skills with ability to conveying complex or technical information in a manner that others can understand- Proficient in MS Office Tools - Works collaboratively within and across functional areas to ensure superior operating efficiency- Exhibit customer focus and sense of urgency Technical Skills: - J2EE: Java and Websphere - OS: AIX (Unix), IVR, ICM (w/Speech Recognition), CDP, Networking and Telephony, - RDBMS: DB2 - Middleware: MQ Series - Tools: HPSM (ticketing), TWS (Job scheduling), Prognosis (Monitoring), Emperix (used for placing synthetic calls)Education:Bachelors degree in Computer Science or a related discipline, typically six or more years of solid, diverse work experience in IT with a minimum of four years experience application program development, or the equivalent in education and work experience.Randstad Technologies is an EOE-M/F/V/D and is a wholly owned subsidiary of Randstad Holding nv, a $22.5 billion global provider of HR services and the second largest staffing organization in the world.
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