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IT Digital Solutions Support and Operations Technical Lead

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  • Banking & Finance
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Job Details

Key accountabilities include-Provide technical guidance for the support and application maintenance team.-Drive, troubleshoot, and address critical production issues.-Work closely with vendor and lead key technical decisions. Clearly articulate decisions to business partners, support, and leadership team.-Lead web operations, online store transactions management, content authoring support, and environment management.-Ensure team provides the highest level of customer satisfaction.-Be an expert in the Digital Channel /B2B /eCommerce support.-Effectively engage with both IT teams & business leads.-Leverage industry best practices of customer support using effective digital channel support tools - monitoring, analytics, FAQ, call center issues tracking, and knowledgebase.-Analyze critical incidents, problem trends, and boundary changes to build an industry standard support structure.-Lead and manage suppliers. Ensure suppliers meet Agilent's quality requirements.-Ensure support receives sufficient documents and knowledge transfer to the project team.-Ensure the team leverages industry digital standard tools and automation processes wherever possible.-Drive suppliers to provide regular operations updates, dashboards, and communications.Qualifications-Bachelors Degree in Computer Science, or equivalent plus minimum 8 years of relevant experience in the associated discipline. -Have extensive experience with web support, online store transactions management, content authoring support, and infrastructure management.-Good understanding and experience in web infrastructure (networks, DMZ, performance, security, servers).-Strong competency on J2EE web platforms, Oracle Weblogic application servers for building and deploying enterprise applications and services, online store solutions, search engines, performance, and deployment toolsets.-Have experience with Oracle WCS/WCC, ATG commerce, database, and Endeca search integration.-Excellent problem solver with strong analytical skills.-Good understanding of how the TCP/IP layers operate, know difference between routers, firewall, CDN, cloud, and VLANs-Ability to work well under pressure. Has experience dealing with production outages, understanding of customer impact, and guiding the support team through escalations.-Ability to work well with offshore team members/suppliers.-Ability to work independently and with minimal supervision.-Demonstrated strong cross functional collaboration skills (networks, hosting, security, and business partners)-Demonstrated strong supplier management skills.-Demonstrated clear and crisp communication skills, both verbal and written English. -Drive for results
Additional Degree: BE/ B.Tech (Engineering)

Experience: 8-13


Application Programming | Database Administration (DBA) | Project Leader/ Project Manager | Software Engineer
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