The Fountain Group · 1 week ago
IT Production Support Lead/Manager
Santa Clara, CA
Contract
Onsite
Senior Level, Lead/Staff
$65/hr - $70/hr
8+ years expThe Fountain Group is a nationwide staffing firm with over 80 Fortune 100-500 clients, and they are seeking an IT Production Support Lead/Manager. The role involves leading a team of support engineers, troubleshooting complex technical issues, and managing critical incidents while ensuring efficient ticket management and team development.
ConsultingRecruitingStaffing Agency
No H1B
Responsibilities
Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues
Ability to troubleshoot intricate technical problems across various systems and platforms
Proficient in utilizing debugging tools and techniques to identify root causes
Will be leading and mentoring a team of L2 support engineers, assigning tasks, and ensuring efficient ticket management
Should be comfortable with coaching and developing technical skills of team members through knowledge sharing and training sessions
Experience performance monitoring and feedback to optimize team efficiency
Experience acting as the primary point of contact for escalated customer issues, providing timely and accurate solutions
Must be able to communicating effectively with customers to understand their needs and manage expectations
Able to proactively identifying potential customer concerns and taking preventive measures
Will be managing critical incidents, coordinating with cross-functional teams to quickly resolve high-priority issues
Skilled in performing root cause analysis to prevent recurring problems and implement corrective actions
Will develop and maintain accurate documentation of incidents and resolutions in the ticketing system
Creating and updating comprehensive knowledge base articles to facilitate efficient problem resolution by the team
Sharing best practices and technical knowledge within the support team
Identifying opportunities to streamline support processes, optimize workflows, and improve overall efficiency
Contributing to the development of new support tools and procedures
Qualification
Required
Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues
Ability to troubleshoot intricate technical problems across various systems and platforms
Proficient in utilizing debugging tools and techniques to identify root causes
Will be leading and mentoring a team of L2 support engineers, assigning tasks, and ensuring efficient ticket management
Should be comfortable with coaching and developing technical skills of team members through knowledge sharing and training sessions
Experience performance monitoring and feedback to optimize team efficiency
Experience acting as the primary point of contact for escalated customer issues, providing timely and accurate solutions
Must be able to communicating effectively with customers to understand their needs and manage expectations
Able to proactively identifying potential customer concerns and taking preventive measures
Will be managing critical incidents, coordinating with cross-functional teams to quickly resolve high-priority issues
Skilled in performing root cause analysis to prevent recurring problems and implement corrective actions
Will develop and maintain accurate documentation of incidents and resolutions in the ticketing system
Creating and updating comprehensive knowledge base articles to facilitate efficient problem resolution by the team
Sharing best practices and technical knowledge within the support team
Identifying opportunities to streamline support processes, optimize workflows, and improve overall efficiency
Contributing to the development of new support tools and procedures
Bachelor's degree in Computer Science, Information Technology, or a related field
Must have 8+ years of experience in L2 function supporting Order to Cash business function
Strong Tools & Scripting knowledge (e.g., Service Now, MySQL, Postman, GSuite etc.,) for troubleshooting & reporting purposes
Excellent problem-solving and analytical skills
Exceptional communication and interpersonal skills to effectively interact with customers and technical teams
Ability to work under pressure and manage multiple priorities effectively
Experience in leading and mentoring technical support teams
Proficiency in ticketing systems and knowledge base tools
Maintain agreed SLA's, MTTA and MTTR
Required to work in the shift model to provide global and on-call support
Preferred
Certifications, domain knowledge : Salesforce, SAP, Java
Benefits
Health
Vision
Dental
Life and disability insurance
Company
The Fountain Group
The Fountain Group is a staffing firm that specializes in rendering contingent workforce solutions to various industries.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jahnavi Patel
Finance Business Partner
Recent News
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