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Operations Lead in Austin, TX at APEX Systems

Date Posted: 6/14/2019

Job Snapshot

Job Description

Job #:  980201

Job Description:
Application Operations Support Lead Position
As operations support lead for this B2B eCommerce application, you’ll work as part of a team of problem solvers helping manage delivery of operations working with a managed service partner. Key responsibilities include:
  • Insure timely response by MSP to production issues raised via tickets, monitoring alerts, and emails.
  • Monitor ticket aging and backlog to reduce over time
  • Monitor application stability and availability trends and report to leadership
  • Review and insure readiness for disaster recovery through documentation and simulated rehearsals
  • Insure runbooks are complete and kept up to date by MSP
  • Insuring coordination and planning with the business and IT Owner for any scheduled changes to production including any requirements for UAT testing in non-production environments, data setup for testing, etc.
  • Insure patching and SSL certificates are always updated
  • Insure immediate response to security issues raised and timely remediation of any security related defects found whether through internal or 3rd party scanning, code reviews, or penetration testing.
  • Track progress against SLA compliance per established standards
  • Coordinate across the end to end solution to ensure troubleshooting and resolution of urgent and high criticality problems
  • Support a major incident process to coordinate and communicate issues with wide and significant impact to customers such as site down or partially down. Includes participation on calls related to Major Incidents.
  • Coordinate escalations with other applications and vendors to ensure timely responses to reported operations support issues.
  • Insure root cause analysis is done for recurring events and major incidents
  • Drive road-map improvements in operations support tools and processes along with the managed service partner
  • Insure the operations support team has the ongoing visibility and broad knowledge of the related business processes to coordinate, prioritize, and resolve business concerns. Especially critical to categorizing if something reported is a production defect or new functionality.

Knowledge and experience supporting eCommerce solutions required
Location:  HP Offices at Austin, Texas
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178-6178.