Accountable for operating and monitoring the health and well-being of production applications for the Contact Center area. Ensures 24x7 application availability per business SLAs. Responsible for production best practices, technical and operating standards (e.g., run time improvements and data quality improvements), and workflow process. Participates in the post implementation and warranty project phases and approves deferred defects. Accountable for managing the various escalation processes for multiple work efforts including issue tickets, service request issues, root cause analysis, and/or escalated workarounds. Supports an effective legal/regulatory compliance program across IT, which is designed to prevent, detect, report, and remedy compliance gaps. Forward looking in anticipating and identifying future technology impacts and preparing the organizations foundation to meet future demands. May work remotely.
Requires a Bachelors degree in any STEM (science, technology, engineering, or math) field and 5 years of IT experience (or a Masters degree in any STEM (science, technology, engineering, or math) field and 3 years of IT experience). Must have experience with: managing and supporting life-cycle software development; PL/SQL; Java; Python; .NET; OpenShift; Kafka; MongoDB; SQL Server; AWS; Shell Scripting; identifying and automating manual tasks; and driving efficiency innovations with technical applications.

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