Senior Lead, Software Support

Tasks

• Contribute to the SW Deployment Team, including troubleshooting and conducting business reviews of issues related to secure wireless printing systems (e.g., installers, changes (IVC), printers (PIO), sensitive locations)
• Tracking quality issues using internal systems, as well as providing support, monitoring, and resolving these issues as needed
• Delivering Secure and Scalable Printing Solutions
• Improving the user experience and value through printing and print-related systems to increase effectiveness, efficiency, and compliance
• Software Support for Mainframe Projects (Maintenance and Production)
• Support for the software support function by providing support for systems, tools, applications, etc.
• Preparation, Improvement, and Maintenance of Configuration Processes
• Support in managing system issues, status reporting, and improving quality and reliability
• Close collaboration with product and solution developers, as well as with vendors, to resolve issues
• Support for development-related issues in existing applications, tools, and processes
• In-depth understanding of and support for applications, databases, and application data while adhering to the required technical processes
• Collaborating with stakeholders to identify and analyze problems and requirements, and to propose alternative improvements
• Contributing to Successful Planning and the Exchange of Information

Requirements

• At least 5 years of experience in application maintenance
• At least 5 years of experience in support/delivery, infrastructure, and testing
• An excellent communicator with a results-oriented approach and a proven ability to manage, implement, and report on processes
• Proven problem-solving and decision-making skills
• Experience with mainframe and Plex databases
• Experience with the new online platform and technology migration
• Ability to work collaboratively in a team setting
• Highly motivated
• Strong interpersonal skills
• Bachelor's degree (minimum) in Software Engineering (Computer Science, Information Technology)
• A solid understanding of the ITIL framework and its relevant application in operational units
• Basic experience and knowledge in business service support, as well as the application of ITIL methodologies or incident management plans
• Professional handling of service and incident scenarios
• Extensive knowledge of mainframes and applications (Windows, Unix, Shell, and other platforms, languages, etc.)
• Mainframe System Administration (SAP, Oracle)