Job Summary

Are you an intuitive problem solver? Do you have the vision and talent to come up with creative, proactive solutions? Do you want to be part of a team that is ready to take on challenges and strive for excellence? We are looking for an individual contributor to join our Billing Support Team within Infrastructure Shared Services - Applications Operations, focusing on billing support activities for agent- and customer-facing applications. 

The Production Enablement Engineer role will have the following responsibilities:

• Manage the full lifecycle of production incidents, identification, troubleshooting, validation, restoring services as quickly as possible when interruptions occur.
• Drive high-severity incident calls. Address and resolve problems encountered by users, whether they require a quick fix or a major collaborative effort across various departments. This includes providing clear, regular status updates and metrics for ongoing issues.
• Work with the Change Management and Problem Management teams to proactively reduce issue occurrence/recurrence. Assess a change to have all required details accurately documented with relevant risk/impact and highlight any gaps
• Monitor all aspects of production environment and services – identify and address performance monitoring gaps.
• Leverage dashboards to check the application health, continually analyzing incident trends to identify root causes that will help reduce Mean Time to Restore (MTTR)
• Identify and implement process improvements with an eye on automating manual processes.
• Maintain updated runbooks and produce new support documentation as required.
• Work with application development teams to prioritize pending defects by highlighting the business operations, customer, and agent impacts
• Partner with Application Development Management Teams to support release and infrastructure related maintenance/implementations
• Acquire subject matter knowledge on supported applications and architecture
• Improve impact analysis capabilities
• Improve intellectual property - create knowledge articles to build up the IP/capabilities of both the Operations Team and the Help Desk
• Present status by preparing reports, KPIs & metrics and highlight any risks, impacts and improvement areas.

Education Requirements

• High school diploma or equivalent required. Bachelor’s degree preferred or equivalent, relevant experience.

Experience Requirements

• Solid written and verbal communication skills – this is especially key when explaining technical concepts to non-technical users.
• Proven ability to develop rapport and secure buy-in from multiple stakeholders (Application Development Management Team members, external suppliers/vendors, various Application Operations Teams – Incident Management, Detection and Resiliency Team (DART), Problem Management, etc.)
• Critical thinking capabilities
• Sound leadership skillset
• A self-starter who is comfortable taking the initiative to resolve issues and make decisions while at the same time recognizing when to engage others
• Ability to work independently as well as in a collaborative team setting – i.e. ability to effectively work with large cross functional teams across multiple business units
• Capability to track assigned activities from start to completion with minimal guidance
• Ability to self-learn new skills and adopt best technological trends in daily work
• Proficiency with UIPath and/or other robotic process automation software

Special Skill Requirement

• 2+ years of experience in application development / testing or business / system analysis role or 2 years as an Application SME Level I.
• Work experience with SaaS/PaaS, Mainframe, SAP HANA, Autosys/CA7 scheduler, and web technologies
• Work experience with performance monitoring tools such as Splunk and/or AppDynamics
• Understanding of Java and MuleSoft integration technology
• Work experience with ServiceNow, Rally and Confluence tools