Do you have a passion for innovation? Are you excited to leverage cutting edge technology to solve big business problems? If your response to those questions is “yes”, we would love for you to join us! At OrangePeople we consult for some of the most prestigious brands in the world. But more importantly, our consultants have a voice in the vision and future of the company. At OrangePeople, our focus is people. It’s right there in our name.
The Information and Digital Systems Department is looking for a passionate and highly-motivated Domain Operations Lead. This role’s primary responsibility is to be the Single Point of Contact (SPOC) for Business Product Owners and 3rd party applications for all Operational Support for the given domain. The Domain Operations Lead is well-educated in a DevOps methodology, and must be motivated. High-level interpersonal skills are required to motivate and influence in often-challenging situations with excellent communication skills.
The successful candidate will collaborate with Application Delivery, Operations, Design & Engineering, and other IT leadership and must demonstrate an ability to build strong relationships and maintain positive partnerships with our customers and partners. This role must be able to communicate effectively to understand, assess, explain and provide solutions when called upon to do so. A strong customer-orientation and exemplary Customer Service focus are required. The role requires the individual to have varied experience across disciplines and technologies, as well as someone who can create, implement and support best practices.
Responsibilities:
- Application Operations Lead
- Oversee outsourced (Managed Service Provider) resources and their production support activities
- Driving Continuous Improvement initiatives on existing procedures and processes across suite of applications to achieve operational efficiencies
- Serve as the primary liaison for Third Party Application vendors for support
- Establish and maintain a trusted relationship with Application Owners to align deployment efforts and operational activities
- Oversee the planning, coordination, scheduling, and execution of technology recovery exercises to validate TRP plans
- Participate and lead team in Application Outage and Degradation calls (Major Incidents), and Root Cause Analysis and Remediation (Problem Management) efforts
Must Haves:
- Experience in Application Production Support
- Experience in working with third party vendors performing Production Support activities
- Understanding of Incident and Problem Management
- Demonstrate ability to lead teams in a positive manner
- Prior hands on experience creating and maintaining reports and dashboards
- Possess superior people skills dealing with all levels of a team environment up to and including presentations and explanation of opportunities to development and upper level management
- Ability operationalize tactical practices to build strategic direction
Skills and Certifications required:
- Attention to detail
- Excellent communication skills
- ITIL Foundation certification
- Highly motivated self-starter
- Adapt at working in highly matrixed cross functional teams
Preferred/Nice-to-haves:
- Experience using ServiceNow Platform, DevOps methodology certifications or experience
- Experience supporting any of the following applications:
- Salesforce
- Genesys Systems
- Adobe Products
- NICE Systems
Additional Responsibilities:
- Participate in OrangePeople monthly team meetings, and participate in team building efforts.
- Contribute to OrangePeople technical discussions, peer reviews, etc.
- Contribute content and collaborate via the OP-Wiki/Knowledge Base.
- Provide status reports to OP Account Management as requested
About us:
Orange People is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers who are passionate about doing quality work. As a member of the Orange People team you will have access to industry-leading consulting practices, strategies & technologies, innovative training & education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and strong process/methodology orientation.