We are currently seeking a Digital Tech Lead - Production Support to join our team in US or Canada
Contract - C2C or W2 /T4 hourly
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
Job Role: Digital Applications - Production Support Lead
Skills Required:
8+ years of experience in Supporting and maintaining applications in serverless framework written in Node.js
8+ years of experience in Cloud & On-Prem Infrastructure: AWS (API Gateway, SNS, SQS, EC2, EKS, S3, IAM, VPC, Lambda, CloudWatch, CloudFormation)
- 8+ years of experience in Akami CDN, Cloud security
8+ years of experience in Databases: MySQL, PostgreSQL, Oracle, SQL Server, MongoDB, DynamoDB
8+ years of experience in Networking & Physical Systems: Load balancing, DNS, Firewall policies, On-prem networking
8+ years of experience in Security & Compliance: IAM. Secrets management (Vault), WAF, Network security.
8+ years of experience in Observability & Monitoring: Datadog. Quantum Metrics, CloudWatch, centralized logging, distributed tracing
- 8+ years of experience in Microservices & API Management
- Lead and prioritize the Digital Application Support team's workload
- Manage and Own the Problem Management Process
· Develop, co-ordinate and promote the effective functioning of problem management activities · across all clients (Client) support teams
- Contribute to the planning of application/infrastructure releases and configuration changes
- To examine potential areas for Service Improvement and raise proposals with the Service Manager
- Provide technical leadership
- Provide input to application/infrastructure scalability
· Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex · problems
· Design appropriate metrics for reporting on key performance and quality indicators, particularly in · terms of in-depth trend analysis
- Maintain application monitoring, performance tuning and testing
- Provide 3rd line Application Support on complex internally and externally developed applications
- Provide input to administering and maintaining all production and internal environments
- Provide input to the implementation, backup and roll-back plans
- Act as a technical resource for internal and external projects
- Ensure there are robust procedures and processes within the application support function remit
· Follow appropriate departmental and company procedures and policies (i.e. change control, · security and auditing, release, configuration, problem and incident management).
- Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers
- To examine potential areas for Service Improvement and raise proposals with the Service Manager
- Design, prepare and conduct training relating to Problem Management and the appropriate usage of the Support Management Service
- Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)
- Minimum bachelor's degree in computer science/information systems or related field and/or equivalent experience
- 8+ years of strong experience leading and working with application support teams.
- Experience monitoring performance metrics for various production systems and identify root cause for technical issues and recommend solutions.
- Experience with Incident, Change and Problem Management.
- Experience with ITSM Tools
- Hospitality industry experience a plus
- Plus de 8 ans d'expérience en support et maintenance d'applications Clientées sur une architecture serverless en Node.js
- Plus de 8 ans d'expérience en infrastructures Cloud et on-premise, incluant :
- AWS (API Gateway, SNS, SQS, EC2, EKS, S3, IAM, VPC, Lambda, CloudWatch, CloudFormation)
- Plus de 8 ans d'expérience avec Akamai CDN et en sécurité cloud
- Plus de 8 ans d'expérience en bases de données :
- MySQL, PostgreSQL, Oracle, SQL Server, MongoDB, DynamoDB
- Plus de 8 ans d'expérience en réseaux et systèmes physiques :
- Répartition de charge, DNS, politiques de pare-feu, réseaux on-premise
- Plus de 8 ans d'expérience en sécurité et conformité :
- IAM, gestion des secrets (Vault), WAF, sécurité réseau
- Plus de 8 ans d'expérience en observabilité et monitoring :
- Datadog, Quantum Metrics, CloudWatch, logging centralisé, traçage distribué
- Plus de 8 ans d'expérience en microservices et gestion des API
- Diriger et prioriser la charge de travail de l'équipe de support applicatif digital
- Piloter et gérer le processus de gestion des problèmes (Problem Management)
- Développer, coordonner et promouvoir l'efficacité des activités de gestion des problèmes au sein des équipes de support
- Contribuer à la planification des mises en production et des changements de configuration
- Identifier des axes d'amélioration des services et proposer des plans d'action
- Fournir un leadership technique
- Contribuer à la scalabilité des applications et infrastructures
- Collaborer avec les équipes internes et les fournisseurs tiers pour résoudre des problèmes complexes
- Définir des indicateurs de performance et produire des analyses de tendances approfondies
- Assurer le monitoring des applications, l'optimisation des performances et les tests
- Fournir un support applicatif de niveau 3 sur des systèmes complexes
- Contribuer à l'administration et à la maintenance des environnements de production et internes
- Participer à la définition des plans de déploiement, sauvegarde et rollback
- Agir comme expert technique sur des projets internes et externes
- Garantir des *M0 M0édures robustes au sein de la fonction support
- Appliquer les politiques et *M0 M0édures de l'entreprise : gestion des changements, sécurité, audits, incidents, problèmes et configurations
- Maintenir de bonnes relations de travail avec les équipes internes et partenaires externes
- Concevoir et animer des formations relatives à la gestion des problèmes
- Fournir des recommandations stratégiques sur les tendances et enjeux liés au support et à la prestation de services
- Diplôme minimum : Licence en informatique, systèmes d'information ou domaine équivalent, ou expérience équivalente
- Plus de 8 ans d'expérience significative en encadrement et travail avec des équipes de support applicatif
- Expérience dans le suivi des indicateurs de performance et l'analyse des causes racines
- Expérience en gestion des incidents, changements et problèmes
- Expérience avec des outils ITSM
- Une expérience dans le secteur de l'hôtellerie est un plus
NTT DATA provides a reasonable range of compensation for Canada-based positions. The starting pay range for this remote role is [ 46 -70 $ CAD hourly range]. This range reflects the minimum and maximum target compensation for the position across all Canada locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.
This position is eligible for NTT DATA's Employee Assistance Program (EAP) and Discount Perks.
About NTT DATA:
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
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