only W2, PL/SQL Developer- ITIL or AWS Certified

Triwave Solutions - Palm Beach Gardens, FL

Full-time - Mid Level

Palm Beach Gardens, FL

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About the position

We are seeking an experienced PL/SQL Developer to join our Support Team in Palm Beach Gardens, FL. This position requires a strong technical background, particularly in PL/SQL, Java, and reporting, with a minimum of 5 years of experience in a technical support role. The ideal candidate will be a problem solver with excellent communication skills, capable of collaborating effectively with others to gather information necessary for resolving issues. As we transition from on-premises solutions to cloud-based services, familiarity with AWS is highly preferred. In this role, you will serve as a Tech Lead, overseeing support operations and ensuring the delivery of high-quality technical support. You will be responsible for leading and managing the support team, providing technical guidance and mentoring to team members. Handling complex support issues will be a key part of your responsibilities, as you troubleshoot and resolve incidents efficiently. You will also act as the point of escalation for critical incidents, coordinating with relevant teams to ensure timely resolution. Your technical expertise will be utilized to develop and optimize scripts and tools for support operations using Java/Python and PL/SQL. Additionally, you will leverage PowerBI to create and maintain dashboards that provide insights into performance metrics and operational KPIs. Keeping documentation and the knowledge base up-to-date is essential, as is fostering strong communication channels between the support team, development teams, and other stakeholders. You will analyze support ticket trends and performance metrics to identify areas for improvement and implement process enhancements and automation to improve the efficiency and quality of support services. Regular reporting and updates to management on support activity and performance will also be part of your duties.

Responsibilities

• Lead and manage the support team, providing technical guidance and mentoring to team members.
• Handle complex support issues, troubleshooting and resolving incidents efficiently.
• Serve as the point of escalation for critical incidents, coordinating with relevant teams to ensure timely resolution.
• Develop and optimize scripts and tools for support operations using Java/Python and PL/SQL.
• Utilize PowerBI to create and maintain dashboards, offering insights into performance metrics and operational KPIs.
• Ensure documentation and knowledge base are up-to-date, incorporating best practices and solutions.
• Foster and maintain strong communication channels between the support team, development teams, and other stakeholders.
• Analyze support ticket trends and performance metrics to identify areas for improvement.
• Implement process improvements and automation to enhance the efficiency and quality of support services.
• Provide regular reports and updates to management on support activity and performance.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a technical support role.
• Demonstrated proficiency in Java/Python and PL/SQL.
• Strong experience in creating and maintaining dashboards with PowerBI.
• Excellent problem-solving and analytical skills with the ability to think strategically.
• Outstanding communication and interpersonal skills, with the ability to articulate technical concepts clearly.
• Proven ability to lead and motivate a team in a fast-paced, dynamic environment.
• Experience with IT service management tools and practices (e.g., ServiceNow, Jira).
• Knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud Platform) and containerization technologies (e.g., Docker, Kubernetes) is a plus.
• Relevant certifications (e.g., ITIL, AWS Certified Solutions Architect) are a plus.

Nice-to-haves

• Experience with containerization technologies (e.g., Docker, Kubernetes).
• Relevant certifications (e.g., ITIL, AWS Certified Solutions Architect).