Application Management and Support Tech Lead

Company Description

Transforming businesses, driving success: SmarTek21
SmarTek21 is an IT services company founded in 2006 with a vision to empower organizations to excel in a data-driven world. Our team of technology and business experts understood that data had become a strategic asset that could drive business strategy and improve customer engagement. We started off by providing consulting and development services in Microsoft technologies, but as the world evolved, so did we. Today, we offer a wide range of services that include Agile Dev/Ops, Data Engineering & Analytics, Testing Automation & Support, and Managed Application and Infrastructure Services. These services are designed to help organizations transform into digital enterprises that can thrive in a data-driven world. We specialize in integrating technologies from various disciplines into holistic solutions, making digital transformations seamless for our clients.

Job Description

Position Overview:  

Application management and support tech lead is a highly visible leadership role who will be leading team of experienced application support engineers to manage application integration platform running multiple data integration applications and billing applications in telecom domain. The ideal candidate for this position will have strong technical experience in application management, data integration, and billing applications support. In this role, you would be collaborating with very senior client stakeholders on day-to-day basis to align on business priorities, understand client requirements, report status, and triage and resolve complex issues. You will be directing team to run production support operations as per client priorities and responsible for overall success of production support operations team as per client expectations. You will be participating and contributing to technical activities like incident triage, issue resolution, data analysis, and root cause analysis.

Responsibilities

• Take ownership of production support issues and drive it to resolution by coordinating with all the parties involved.
• Drive and track end-to-end billing application operations and process from charge generation to invoice generation.
• Improve support operations taking accountability for service delivery performance, SLAs, customer expectations, and driving future demand.
• Report accurate status to client on daily, weekly, and monthly basis.
• Propose automation and optimization solutions to improve applications, data integration platform, data handling procedures, operational processes, and reports.
• Perform root cause analysis and identify preventive actions.
• Establish KPI’s, maintenance procedures and policies to ensure the platform and application is running reliably and effectively.
• Provide leadership and guidance to the support operations teams on tools, processes, and high-performance delivery.
• Provide expert project management skills and experience.
• Seek out and implement best practices across the application support teams.
• Track and report metrics and key performance metrics related to operational support.
• Escalate any issues to leadership as required and propose solutions.
• Resolve issues escalated by business with proper communication and RCA.
• Create/update knowledge base and run books to train new team members and effectively drive day-to-day operations .

Qualifications

Qualifications

• 8-10 years of technical experience in developing and maintaining software and data integration applications.
• Experience of running billing applications, operations, and processes for telecom industry.
• Exceptional communication, interpersonal, listening and relationship-building skills.
• Functional experience in OSS and BSS applications in telecom.
• Experience in leading 8-10 people multi-site team.
• Knowledge of incident management, service reporting, metric and measurement applications and tools.
• Ability to communicate with client senior executives.
• Prior experience in managing operations of large-scale applications, data analytics, and data integration platform.
• Experience with the following a plus: Spark scala, Big Data, file level and data level validations, data processing and management, and QA testing

Education: B.S.in Computer Science, Mechanical Engineering, Quality Assurance, Industrial Engineering, or equivalent required

Additional Information

Paid Time off – start with 15 days accrued paid time off (PTO) a year. PTO days increase with years of service.
Paid Holidays - 8 paid holidays a year in addition to your PTO.
Health Insurance for FT employees – we pay 100 % premium of medical, dental and vision.