This role is part of the Production Support team for a hosted application. The application developed by Digital Risk will be hosted and maintained for a specific client. This client will provide first level Production Support to their users. Digital Risk will provide second level and technical support for the application. As part of the Production Support team, this role is expected to learn all the aspects of the application. Business application in light of the client s needs and usage Overall sequence of workflow Mortgage data and transactions This is a client facing position This position includes after hours release checkout availability to ensure support coverage to the client. This support group is governed by client SLA s for performance and communication of issue status and resolutions. Duties and Responsibilities: Develop and maintain a successful working relationship with o Client teams interfacing with Production Support o Internal Business team o Internal IT and application development teams Proficiency in issue tracking tools and IT Service Desk ticket management Serve as Tier 2 support for initial triage of incident tickets submitted by reviewing API logs against design Triage escalations to ensure critical, important and urgent issues are handled appropriately and according to contractual SLA s Manage daily operations of Service Desk ticket management and SLA support Ensures Incident, Problem Management, Root Cause, Change Management, and monthly Reporting SLA s are being met Produces required daily reporting metrics / statistics as required per the client and internal operations Provides accurate and up-to-date information on the status of incidents, problems, known errors and user support/guidance when necessary Coordinate quarterly release and ad-hoc release by providing release notes and coordinate for approval Support quarterly release and ad-hoc release with client during after hours / weekend to provide support and triage any issue that may arise Collaborate with internal Development and Product Support teams, to produce detailed application release notes for client reviews on a regular basis Document and ensure internal/external processes are being adhered to by the Production Support team, in support of client s ITIL practices Weekly, monthly and quarterly reporting of escalations and resolutions Required Skills: Minimum of two (2) to (5) five years of IT experience Experience in an IT Enterprise organization which practiced ITIL methodologies, is highly desirable Background in third-party integration using APIs Must be proficient in MS tools and applications; MS Office, Visio, Project, SharePoint Ability to learn IT based tools quickly Experienced in client facing communication Mortgage industry knowledge desired but not required Knowledge of integration via APIs desired or ability to demonstrate the ability to learn quickly Excellent organizational skills. Experience of prioritizing own workload, the ability to self-manage under pressure to produce accurate work and meet deadlines Good oral and written communication skills including competent writing skills, experience of producing accurate and concise documentation and communications, including but not limited to: o process documentation o release notes Ability to present information clearly and concisely so that it easily understood by a variety of audiences. Ability to understand and interpret data accurately and effectively Consistently pays attention to detail Ability to comprehend instructions and details but willing to question in order to clarify requirements Confident in ability and judgment and willing to take the lead and be personally accountable Proven adaptability and flexibility, enthusiastic to new ideas and approaches Strong determination to succeed, whilst maintaining tact and diplomacy, even when faced with challenges and obstacles Ability to pass client s background investigation
