Production Support Architects

Western Union•Denver, CO

4d•Hybrid

About The Position

Production Support Architects (Western Union, LLC, Denver, CO) Support IT strategic initiatives across applications and infrastructure by assisting with planning and execution activities aligned to project objectives. Assist in the coordination of vendor-managed services (L2 support), including helping document service expectations and tracking SLA-related requirements. Track service performance against SLA targets, help identify areas for improvement, and support preparation of service performance updates and reports. Support project related incident and issue resolution activities by coordinating cross functional teams, tracking risks and impacts to project timelines, and assisting with documenting root cause findings and follow up action items. Coordinate with L2 support teams to gather root cause analysis inputs relevant to project deliverables and timelines and support the preparation and communication of status updates to project stakeholders. Assist with problem management efforts related to active initiatives by tracking corrective actions, monitoring progress against project plans, and supporting continuous readiness activities tied to project objectives. Support ongoing relationships with key partners and agents by helping gather requirements, tracking issues, and assisting with resolution of concerns. Support service and process improvement initiatives by assisting with updates to delivery processes, helping track project related KPIs, SLAs, and OKRs, and contributing to continuous improvement efforts across ongoing initiatives. Assist with contract renewals, purchase order tracking, and payment-related documentation to support ongoing vendor and project operations.

Requirements

Bachelor’s degree or U.S. equivalent in Computer Engineering, Information Technology, or related field, plus 5 years of professional experience as a Service Delivery Manager or any occupation, job title, position performing IT service management and Operations.
5 years of professional experience utilizing computer science fundamentals, data structures, and algorithms
5 years of professional experience utilizing Java, Python programming, HTTP, XML, JSON, NodeJS, and JavaScript
5 years of professional experience utilizing NoSQL and agile development methodologies with Test Driven Development (TDD) and CI (Continuous Integration/CD (Continuous Delivery)
5 years of professional experience utilizing monitoring tools including Dynatrace, Service Now, Splunk, Quantum Metrics, and AWS Open Search
5 years of professional experience assessing business needs and providing effective solutions in conformance to emerging technology standards
5 years of professional experience utilizing Java/J2EE, Web technologies, and Web Services
5 years of professional experience developing data-ingesting applications using an industry standard RDBMS

Responsibilities

Support IT strategic initiatives across applications and infrastructure by assisting with planning and execution activities aligned to project objectives.
Assist in the coordination of vendor-managed services (L2 support), including helping document service expectations and tracking SLA-related requirements.
Track service performance against SLA targets, help identify areas for improvement, and support preparation of service performance updates and reports.
Support project related incident and issue resolution activities by coordinating cross functional teams, tracking risks and impacts to project timelines, and assisting with documenting root cause findings and follow up action items.
Coordinate with L2 support teams to gather root cause analysis inputs relevant to project deliverables and timelines and support the preparation and communication of status updates to project stakeholders.
Assist with problem management efforts related to active initiatives by tracking corrective actions, monitoring progress against project plans, and supporting continuous readiness activities tied to project objectives.
Support ongoing relationships with key partners and agents by helping gather requirements, tracking issues, and assisting with resolution of concerns.
Support service and process improvement initiatives by assisting with updates to delivery processes, helping track project related KPIs, SLAs, and OKRs, and contributing to continuous improvement efforts across ongoing initiatives.
Assist with contract renewals, purchase order tracking, and payment-related documentation to support ongoing vendor and project operations.