Job Description This role provides support to end users responding to issues related to Incidents and Problem Management, for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities of this role include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the Customer/client/associate experience and owns re storing any impacts to those experiences regardless of where the root cause of the impact lies. Key Responsibilities: Lead production support triage efforts for low to moderate impacting incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escalate to next level of leadership as needed. Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and work with senior team members or Technology Services Specialist to validate impacts and communicate all impacts to leadership, communications channels and so on. Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary reconvenes are scheduled. Communicate clearly with all levels of management. Identify possible production failure scenarios, vulnerabilities, and opportunities for improvement, and take ownership of escalation. Support 24 x 7 On Call responsibilities for any business impacting incident. Participate in the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage. Responsible for the data quality and completion of incident tickets. Work research requests, ad hoc reports and offline incidents at the direction of the senior team members or the Technology Services Specialist. Possess fundamental technical skills for various technologies needed to support the application platforms. Manage and coordinate all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management. Responsible for ensuring all impacts are accurately recorded and documented in the system of record. Promote and enforce production governance during triage/testing and fix efforts, exercises judgment within defined procedures an d practices to determine appropriate action. We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements 5 or more years experience in a Production Support environment or Incident Management  Able to provide critical thinking and diagnostic skills  Ability and experience working independently and as a Team Player  SQL Query exposure o Knowing how to write queries- hug plus  Able to multitask in a fast-paced evironment  Experienced with Contact Center technologies  Excellent verbal and written communication skills  Ability to lead and manage a production triage call  Experience in a Production Support environment  Experience with Splunk, Glassbox, AppDynamics and other monitoring tools  Problem Solving  Analytical skills  Ability to handle multiple concurrent tasks  MS Office Suite  Ability to Prioritize deliverables  Networking basics / fundamentals Familiar with Microsoft DF Container  Familiar with supporting Synergy, SynergyWeb or LEAN null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.