Lead Production Support - Hybrid

MSP•Plano, TX

6d•Hybrid

About The Position

Genesis10 is seeking a Lead Production Support professional for a 12+ month contract opportunity with a Global Financial Institution in Plano, TX. This role is crucial for maintaining organizational stability by identifying root causes of issues, preventing recurrence, and implementing proactive mitigations to maximize service availability within Network Services. The position requires an innovative individual skilled in Problem Management coordination, data analysis, and relationship management. The ideal candidate will possess excellent communication skills and actively participate in the implementation and adherence of the Problem Management process.

Requirements

B.S. degree in Computer Science, Engineering, Business, or equivalent preferred.
5 to 7 years of experience.
ITIL Foundation Certification.
Experience with Problem or Incident Management.
Knowledge of IT Technical skills across multiple disciplines.
Ability to provide leadership skills (self-starter / self-motivated).
Organized and detail-oriented with strong technical acumen and analytical skills.
Knowledgeable on JIRA, Confluence, and experience with Agile framework SCRUM ceremonies.
Excellent client interfacing skills, strong verbal and written communication skills and ability to work with all levels of management.
Experience operating with colleagues across different time zones with a flexible approach to working hours.

Nice To Haves

Experience in networking principles and protocols.
Cloud or SDN knowledge and experience.
Experience working in an Agile environment.
Experience in Networking-related disciplines within a design, implementation, or operations role.
Relevant Industry certifications in Network Technologies.
Experience of working within financial services (Insurance, Banking, Investment banking).
Experience with other network technologies: WAN, MAN, LAN, Optical, Routing, Switching, Proxy/Threat Prevention, DDI, Load Balancing, and AAA.

Responsibilities

Lead Problem Investigation efforts for all network technologies.
Conduct proactive assessments of events to determine opportunities for root cause investigation.
Ensure problems are progressed through the Problem Management process in a timely and prioritized fashion.
Ensure that the information entered/documented is accurate and complete, including workarounds, solutions, process enhancements, and root cause.
Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards.
Periodically review problem investigations for which a practical solution could not be found.
Verify structural solutions and close the known errors and problem investigations.
Maintain open Problems for status changes and ensure data quality for management reports.
Coordinate Problem resolution with any relevant technical and business stakeholders.
Provide information and host meetings for customers/end-users regarding the status of their records.
Communicate with the customer/end-user to gain agreement that records have been resolved.
Conduct problem process audits for a sampling of problems.

Benefits

Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF, and Illinois)