Associate Director, Tech Support Specialist

Are you an innovative thinker? Are you focused on the details, even when under pressure? Do you enjoy delivering enhanced change capabilities across a range of business functions?

We’re looking for an Associate Director, Tech Support Specialist to:

• Be responsible for production facing business support for applications in the Margin Services business area. Be responsible for handling day to day business requests, maintaining and improving production stability, and automation of manual support processes.
• Coordinate with teams and resolve all complex application and system issues. Collaborate with development and support teams to help automate and streamline processes and troubleshoot and resolve issues in the production environments.
• Administer and resolve applications issues, providing updates and performing root cause analysis. Supervise all alerts related to application and system procedures and provide services proactively.
• Ensure effective maintenance of application stability resulting from a process failure, infrastructure, application capacity and performance. Facilitate implementation of application support systems in the organization and engage in the design and development of various projects. Assist in onboarding the Automation tool and enhance the monitoring platform. Articulate the problems to the development and infrastructure teams to provide solution to fix the root cause and prevent the recurrence of issues.
• Perform the full spectrum of Production Support responsibilities based on the ITIL Framework: Incident and Problem Management, Change Management, and Risk Management. Prepare appropriate documentation for all issues and solutions.
• Adhere to strict SLAs for response, restoration times and batch completion. Contribute towards regular team meetings for discussing pending issues, knowledge sharing and handovers. Maintain good professional relationships with counterparts in Development and Business User departments.
• Can work hybrid (In-office/remote).

Qualified Applicants apply through [email protected]. Please reference 002866. NO CALLS PLEASE. EOE/M/F/D/V. #LI-DNI