Production Support/Maintenance-Supervisory

Software Guidance & Assistance, Inc., (SGA), is searching for a Production Support/Maintenance-Supervisory for a contract assignment with one of our premier financial services clients in Irving, TX.

Responsibilities :

• Motivate a team of Applications Support professionals through performance, coaching and setting educational objectives.
• Ensure timely and accurate handling of incident and request tickets within prescribed SLAs.
• Ensure Application Support professionals provide excellent customer service in addition to resolving issues.
• Prioritize projects for the Applications Support Professionals on a scheduled and real-time basis, as needed.
• Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, and reporting.
• Acts as advisor or coach to new or lower level analysts; allocates work.
• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
• Ensures all service level objectives are achieved or exceeded.
• Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options.
• Work with a sense of urgency to continually improve service levels and customer satisfaction.
• Handle client escalations, as needed.
• Ensure responsiveness to issues 24x7 working both with internal and 3rd party resources.
• Follow up with unsatisfied customers to ensure issues are resolved and customers are satisfied.
• Report operational achievement and progress to the IT leadership on a regular basis including statistical analysis, improvement of action plans, and development of KPI's.
• Work with other managers to ensure operational consistency.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Document technical procedures, develop and review content for knowledge base.
• Works across technology teams and stakeholders to promote teamwork and collaboration.
• Assists in managing version upgrades.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding the firm, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Required Skills:

• Bachelor's degree or equivalent experience in computer science and/or related discipline.
• Strong leadership, problem-solving and decision-making skills.
• Independent thinker with the ability to perform under pressure.
• Experience driving solutions to complex problems where the analysis of situations or data requires an evaluation of intangible factors.
• Ability to work comfortably in ambiguous situations and optimize the teams' resources to attain business goals and objectives.
• Experience in Corporate banking or Financial Services.
• Experience with Distributed Systems - Unix, Linux, Oracle, Cloud, SQL,
• Experience with change control methodology.
• Experience with Ticketing systems like Service Now.
• Excellent interpersonal skills.
• Must have a passion for supporting customers.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Software Guidance & Assistance, Inc., (SGA), is searching for a Production Support/Maintenance-Supervisory for a contract assignment with one of our premier financial services clients in Irving, TX.

Responsibilities :

• Motivate a team of Applications Support professionals through performance, coaching and setting educational objectives.
• Ensure timely and accurate handling of incident and request tickets within prescribed SLAs.
• Ensure Application Support professionals provide excellent customer service in addition to resolving issues.
• Prioritize projects for the Applications Support Professionals on a scheduled and real-time basis, as needed.
• Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, and reporting.
• Acts as advisor or coach to new or lower level analysts; allocates work.
• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
• Ensures all service level objectives are achieved or exceeded.
• Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options.
• Work with a sense of urgency to continually improve service levels and customer satisfaction.
• Handle client escalations, as needed.
• Ensure responsiveness to issues 24x7 working both with internal and 3rd party resources.
• Follow up with unsatisfied customers to ensure issues are resolved and customers are satisfied.
• Report operational achievement and progress to the IT leadership on a regular basis including statistical analysis, improvement of action plans, and development of KPI's.
• Work with other managers to ensure operational consistency.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Document technical procedures, develop and review content for knowledge base.
• Works across technology teams and stakeholders to promote teamwork and collaboration.
• Assists in managing version upgrades.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding the firm, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Required Skills:

• Bachelor's degree or equivalent experience in computer science and/or related discipline.
• Strong leadership, problem-solving and decision-making skills.
• Independent thinker with the ability to perform under pressure.
• Experience driving solutions to complex problems where the analysis of situations or data requires an evaluation of intangible factors.
• Ability to work comfortably in ambiguous situations and optimize the teams' resources to attain business goals and objectives.
• Experience in Corporate banking or Financial Services.
• Experience with Distributed Systems - Unix, Linux, Oracle, Cloud, SQL,
• Experience with change control methodology.
• Experience with Ticketing systems like Service Now.
• Excellent interpersonal skills.
• Must have a passion for supporting customers.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.