Manager, Software Solutions Specialist-Product Engineer
Deloitte - Fresno, CA
posted 6 months ago
About the position
We are currently looking for a passionate, innovative, results-oriented candidate with a heart-deep commitment to customer satisfaction. This role requires production support leadership for various lines of business and enterprise applications for custom web solutions and third-party vendor products. The successful candidate will be responsible for maintaining service-level agreement targets at a portfolio level, as well as identifying opportunities for more holistic product improvements as part of operations and maintenance. This position is critical in ensuring that the portfolio maintains minimum service-level agreement targets for end user support by leading and coordinating a technical team while also providing hands-on support. In this role, you will work closely with end users, including Deloitte practitioners and members of Enabling Areas, to resolve production issues in a timely manner, acting as a point of escalation when necessary. You will collaborate with the technical team, business clients, and management to conduct trends analysis, root cause analysis, and provide recommendations for platform enhancements. Additionally, you will lead production troubleshooting and 'War Room' activities, ensuring that deliverables by the team meet quality and process standards. Your responsibilities will also include mentoring production support analysts, instilling a culture of execution, operational excellence, and accountability within the team. You will be expected to seek and capitalize on opportunities to improve productivity, enhance time-to-market, improve solution quality, and increase cost-effectiveness. Anticipating barriers to change and creating opportunities to remove them will be key to your success in this role. You will also be expected to exhibit a high level of professional flexibility and volunteer innovative ideas to improve processes and outcomes.
Responsibilities
- Ensure the portfolio maintains minimum set service-level agreement targets for end user support by leading and coordinating a technical team as well as providing hands-on support
- Work with end users (Deloitte practitioners and members of Enabling Areas) to resolve production issues in a timely manner, and act as a point of escalation
- Collaborate with technical team, business clients, and management regarding trends analysis, root cause analysis, and recommendations for platform enhancements
- Work closely with Web/Infrastructure Technology teams for troubleshooting and delivery
- Lead production troubleshooting and 'War Room' activities
- Oversee technical solutions from ideation through to the live production environment
- Ensure that deliverables by the team meet quality and process standards
- Walk non-technical team members through technical issues including root cause, steps to reproduce, and impact of a hotfix on the rest of the platform
- Instill a culture of execution, operational excellence, and accountability
- Seek and capitalize on opportunities to improve productivity, time-to-market, solutions quality, and cost effectiveness
- Anticipate barriers to change and create opportunities to remove them
- Instill a culture based on knowledge sharing and learning from best practices
- Exhibit high level of professional flexibility and volunteer innovation and new ideas
- Mentor production support analysts
Requirements
- A Bachelor's degree in Computer Science or related information technology or equivalent work experience required
- 5+ years hands-on experience in Object-Oriented Design (OOD), Unified Modeling Language (UML), stateless distributed architectures, especially within .Net, HTML5/CSS3, and WCF technologies; 3+ of those years working in a product support role directly interacting with end users for day to day operations required
- Knowledge of Service-Oriented Architecture (SOA), its principles, and patterns
- Clear communications skills, both written and verbal
- Professionalism during high-pressure situations
- Flexibility for change in a highly-evolving atmosphere
- Experience with developing and architecture of software platforms, products
- Strong knowledge and understanding of .NET Framework development techniques
- Working knowledge of web-based technologies; HTTP, AJAX, Angular, HTML5, JavaScript/jQuery and CSS3
- Microsoft .Net, WCF and complementary business layer and front-end technologies
- Microsoft SQL Server and other most common backend Microsoft technologies
- Ability to travel up to 10%
Nice-to-haves
- Experience working with MongoDB
- Microsoft SharePoint development technologies
- Hands on experience working with MSMQ and SQL Server Service Broker
- Agile development environment
- Excellent communication, presentation, influencing, and reasoning skills to earn support of business leaders, technology leaders, colleagues, and vendor representatives
- Experience with Microsoft framework, with knowledge of technical design patterns and anti-patterns
- Capable of building sustainable relationships with colleagues and key individuals
- Creativity and ability to think outside-the-box while defining sound and practical solutions
- Desire to take the initiative, moving ideas and initiatives forward with clarity
- Experience Working with SAFe, Scrum or Agile development processes
- Exposure to Cloud platform (AWS/Azure/Google) architecture and development
Benefits
- Discretionary annual incentive program based on individual and organizational performance
