Sr Applications Operations Engineer

About the role

Job Description Summary Responsible for supporting and maintaining multiple user and customer-facing applications and related data processing platforms and services. Ensures the user-facing business applications are consistently available and are highly performant meeting customer needs. Job Description Roles and Responsibilities In this role, you will: Execute day to day application maintenance, processing and user support Responsible for responding/delegating support cases from application customers Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately Drive customer communication during critical events and lead retrospective meetings Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training Drive root cause investigation implementing any learnings or improvement opportunities Drive projects that improve customer experience, application process or performance with minimal guidance Assist & own the preparation of end user support documentation and knowledge Proactively plan for upcoming changes Provide mentorship and guidance to team members Inform and train all support teams on new/changed processes/services and drive operational process rigor Collaborate with cross functional stakeholders Ensure support team readiness and availability Investigate the possibilities of automation for self-service of end user support Manage and lead the enhanced service collaboration vendor & other in-house support tech team Partner with product service owners on new service introductions, change, and transition to operations Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors Minimum Qualification Bachelor's degree from accredited university or college with minimum of 2 years of professional experience OR Associates degree with minimum of 5 years of professional experience OR High School Diploma with minimum of 7 years of professional experience Note: Military experience is equivalent to professional experience Eligibility Requirement: -Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job. Desired Characteristics Technical Expertise: Experience with the product Understand concepts of setting and driving technical direction Familiar with elements of gathering functional requirements Understand technical standards & concepts to apply to project work Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities Business Acumen: Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics Leadership: Coach and mentor team members. Familiar with concepts of costing hardware and software components. Works to assure work is on-time and within budget Deliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefits Participate in change initiatives by implementing new directions and providing appropriate information and feedback Personal Attributes: High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment Demonstrated customer focus - evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customers Change oriented -actively generates process improvements; champions and drives change initiatives; confronts Ability to work with global teams, act independently and as part of a team Apply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice Open-mindedly to new perspectives or ideas. Consider different or unusual solutions when appropriate Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives Strong analytical and strong problem solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve Note To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used. This Job Description is intended to provide a high level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager. This role requires access to U.S. export-

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Company Intel

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