Description

We are seeking an IT Support Operations Lead to join our team in the automotive industry based in Torrance, CA.

This role is a Multi-Year assignment and is hybrid with 3 days/week onsite in Torrance, CA.

The role involves providing technical guidance to service partners, minimizing ticket inflow, and prioritizing daily support requests. The ideal candidate will be instrumental in delivering and ensuring the operations and technical services of our production products and applications.

The Operations lead will be responsible for delivering and ensuring the operations and technical services of DSD’s production products and

applications. S/He will also support technical work to ensure customer issues are resolved within the Service Level Agreement and work

closely with our service partner to achieve group goals and customer satisfaction.

• Be available as technical resource to service partner and guide to meet business goals and objectives ensuring customer satisfaction and deliverables.

• Understand CR operations and work closely with them to minimize ticket inflow

• Receive escalations and/or technical assistance requests from internal team and teach operational and support concepts to others

• Prioritize daily support requests and team needs.

• Create and innovate technical and operational solutions and propose to team manager.

• Regularly work with Project and Production Support members on troubleshooting and solving technical problems.

• Apply operational optimizations and standard principals within Digital Services and regularly with Enterprise to balance expectations.

• Act as a technical resource for service partners, aiding in the achievement of business goals and objectives.

• Work towards minimizing ticket inflow by understanding and closely working with CR operations.

• Handle escalations and provide technical assistance requests from the internal team.

• Prioritize daily support requests and team needs efficiently.

• Develop innovative technical and operational solutions and propose these to the team manager.

• Collaborate regularly with Project and Production Support members on troubleshooting and solving technical problems.

• Implement operational optimizations and standard principles within Digital Services.

• Take the lead in resolving SEV1/SEV2 issues by bringing all necessary teams together.

• Support technical work to ensure customer issues are resolved within the Service Level Agreement.

• Analyze issues using monitoring tools and restore services by recommending countermeasures.

Requirements

Top 5 Required Skills:

1. Understanding of Production Operations and experience with Service Level Agreements to ensure customer satisfaction

2. Experience with Atlassian Jira

3. Excellent problem-solving skills

4. Ability to work independently and as part of a team

5. Ability to take lead of SEV1/SEV2 issues, bring all teams needed together and resolve/identify root cause in a timely manner

• BS/MS degree

• Scripting, database querying, and batch job knowledge

• 5+ of years of experience in Operational and technical support roles

• 3+ in a technical lead or equivalent hands-on role

• Ability to define new processes and improve existing processes, document, and deploy them

• Ability to analyze issues using monitoring tools and restore services by recommending counter measures.

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