| Devops Technical lead Oaks ,PA
Tech leads are essentially part of Tech Service Operations team hence Role definition of Operation team is applicable for Tech leads. Following are additional responsibilities of tech leads 1. To provide technical guidance & escalations to Operation center team, Middleware & Database administrators. 2. To dive into new implemented changes & upcoming planned changes, to develop subject matter expertise with team. 3. Continuous Review of existing processes for improved performance 4. Review of Ticket queues for assignment, resolution and aging 5. To identify the manual workloads by reviewing team’s effort estimation 6. Coordination with environment stakeholders and other support teams 7. Publishing monthly Operation Center Scorecard (5th day of every month) a. Upside of the month b. Operation Center Process problem management items i. # of alerts missed ii. # of issues worked on without incident/request tickets iii. # of escalations to upper tiers (monthly trend) c. New/Reviewed Documents for the month d. Efforts spent and projections for next three months i. Deployments ii. Game Plans iii. Night work Support iv. BAU Incidents & Issues 8. Responsibility for application support, Service management, resource training, process development 9. Understanding of service level agreements (SLA’s) in relation to various application, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded. 10. Effectively monitor, control and support service delivery, ensuring systems, methodologies and process and procedures are followed 11. Build and maintain relationships with remote team and with client. 12. Produce management reports to an agreed schedule or upon request. 13. Attend client service review meetings covering performance, service improvements, quality and processes. 14. Implement and facilitate workshops and training courses for team member 15. Provide continuous guidance and monitoring to team member. 16. Maintain operation logs, known error log, and knowledge repository. 17. Ability to plan ahead based on scenarios for Support team extending shift if and when required. 18. Should be able to understand business criticality of business unit dependency on specific application to interpret severity level of the outage. 19. Demonstrable experience of having implemented automation to increase productivity as well as customer satisfaction on improvements process. 20. Role model in own performance standards and demonstrates overal& escalations to Operation center team, Middleware & Database administrators. 2. To dive into new implemented changes & upcoming planned changes, to develop subject matter expertise with team. 3. Continuous Review of existing processes for improved performance 4. Review of Ticket queues for assignment, resolution and aging 5. To identify the manual workloads by reviewing team’s effort estimation 6. Coordination with environment stakeholders and other support teams 7. Publishing monthly Operation Center Scorecard (5th day of every month) a. Upside of the month b. Operation Center Process problem management items i. # of alerts missed ii. # of issues worked on without incident/request tickets iii. # of escalations to upper tiers (monthly trend) c. New/Reviewed Documents for the month d. Efforts spent and projections for next three months i. Deployments ii. Game Plans iii. Night work Support iv. BAU Incidents & Issues 8. Responsibility for application support, Service management, resource training, process development 9. Understanding of service level agreements (SLA’s) in relation to various application, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded. 10. Effectively monitor, control and support service delivery, ensuring systems, methodologies and process and procedures are followed 11. Build and maintain relationships with remote team and with client. 12. Produce management reports to an agreed schedule or upon request. 13. Attend client service review meetings covering performance, service improvements, quality and processes. 14. Implement and facilitate workshops and training courses for team member 15. Provide continuous guidance and monitoring to team member. 16. Maintain operation logs, known error log, and knowledge repository. 17. Ability to plan ahead based on scenarios for Support team extending shift if and when required. 18. Should be able to understand business criticality of business unit dependency on specific application to interpret severity level of the outage. 19. Demonstrable experience of having implemented automation to increase productivity as well as customer satisfaction on improvements process. 20. Role model in own performance standards and demonstrates overal
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