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Sr Staff Customer Success & Support

Atlanta, GA · Information Technology
Roles and Responsibilities
In this role, you will:
Apply technology and operational best practices in designing, development and implementation standards and capabilities for to enable highly available, scalable & reliable data-services platform infrastructure
Collaborate with various stakeholders, influencing decisions to align to customer goals
Develop a deep understanding of the Software Development and Productivity Tools and the environment
Help Software Development Teams understand the tools ecosystem and utilize these productivity tools effectively in their development environment
Offer round the clock tier one support for the queries and requests from the Worldwide Development Team regarding the access, availability and proper utilization of the development tools and packages created by the Tools Engineering Team
Escalate issues as appropriate to the tier two and tier three support teams to ensure timely attention closure
Acts as a central escalation point for highly critical and/or highly impactful user application outages and incidents
Work with the Tools Engineering team in developing new tools based on the suggestions and requests coming in from the development team
Ability to lead day-to-day IT operation issues, drive support team to resolution. Be focal person to support our customers’ needs
Beyond driving day-to-day operational tempos and rigor - has responsibility to coordinate activities for strategic business rhythms including Growth Play Book: long term strategic plan; Session II & Op Planning
Provide leadership in analyzing impacts/ leverage new technology frameworks like Cloud, Automation, Machine learning, analytics etc., industry trends/changes to establish the appropriate options
Drive changes to organization strategy, operational processes & frameworks line with overall business goals
Development, simplification and control of processes and procedures to ensure effective compliance to organizational policies and goals
Demonstrates mastery of the intricacies of interactions and dynamics in Agile teams
Leadership and mentoring of IT program managers, business partners and vendors to establish a sustainable and effective operating framework
Manage any IT vendors and coordinate with the global team on standards, initiatives and customer escalations
Develop and track comprehensive project plans, perform risk mitigation, issue resolution and manage execution coordinating with Company’s program, support, architecture, implementation teams and other third-party providers
Ensure conformance to all applicable Company’s standards policies and guidelines
Operational reporting/communication, reviews/formulation of corrective actions working directly with stakeholders
Executes programs to monitor Application platform and service progress via effective information dashboards for operational metrics, defect, quality, change control, and compliance
Leverage domain expertise to further knowledge and improve productivity of colleagues supporting a continuous learning culture
Use disciplined approaches to monitor team progress via effective information dashboards for program velocity, burn-up, defect tracking, quality and compliance
Track charge back services for IT service consumption back to businesses
Ensure that expectations are met and ensure high customer satisfaction levels through established performance metrics
Works with Applications Operations Director to establish vision and drive strategy for the organization for data technology platforms and services, quality strategy and organizational and resource planning
Create a culture of customer focus and high performance to drive innovation through continuous customer engagement to facilitate appropriate applications technology and services
Education Qualification
Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with significant experience.
For roles in USA: Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with minimum years of experience 8 years
Desired Characteristics Technical Expertise:
Understand technical and business discussions relative to IT team priorities direction aligning with business goals
Understand concepts of setting and driving IT priorities and direction
Lean / Agile experience
Understand architecture standards concepts to apply to project work
Understand IT compliance & security requirements
Hands on experience in Unix, AWS, Kubernetes Scripting and customer success

Business Acumen:
Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics
Understand customer's foundational processes & data

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 team 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:
Applies values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice
React 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


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