Role Value Proposition

The Application Maintenance and Support team focuses on improving system stability and quality by eliminating chronic and repeat incidents; minimizing their impacts on production systems through effective root cause investigation. The Production Management Senior Analyst is a hands-on role responsible for day-to-day activities including the investigation and resolution of problems, fulfillment of support ticket requests and system restoration, and analyzing team metrics.  The Production Management Senior Analyst will be successful by building relationships and guiding a team to its fullest potential using agile practices, such as Scrum and Kanban. This role will work across regional (US) and global platforms including SalesForce and other sales-enablement systems.

Key Responsibilities:

• Work with product owners and technology teams to align priorities and collaborate daily
• Manage transparent and trusted communication of production tickets with stakeholders
• Monitor team performance and effectiveness; Protect the team from uncontrolled injection of work
• Perform/approve/validate Root Cause Analysis (RCA), data updates, break-fix coding and/or scripting
• Promote and coordinate continuous improvement to increase system stability and proactively reduce issues through data and trend analysis. 
• Advise team on operational values, best practices and process guidance
• Provide business and technical expertise through team brainstorming to address challenges and develop solutions
• Potential on-call support for production outage
• Portfolio scrum master working with partner teams to prioritize capacity and output