Onsite Lead

JOB SUMMARY

The Onsite Lead role requires a seasoned professional with extensive experience in production support and technical leadership within a complex application environment. This role involves troubleshooting, resolving customer escalations, leading offshore teams, and ensuring the smooth operation of applications within UPS Customer Solutions. The Onsite Lead will also be responsible for creating SSRS reports, monitoring system alerts, and documenting SOPs. Key Responsibilities

• Provide L2/L3 production support for applications within UPS Customer Solutions, including Intelligent Reverse Logistics, Intelligent Data Management, Intelligent Analytics, Intelligent Delivery History, Intelligent Inbound and Custom Solutions.
• Troubleshoot and collaborate with relevant teams to resolve issues within the scope of applications.
• Represent the support end in scrum and handover calls.
• Lead customer escalations from initiation to resolution.
• Attend calls with stakeholders as needed.
• Review and address high severity/priority/critical/escalation tickets.
• Lead offshore calls and provide guidance to offshore team members on their tickets.
• Attend to escalation tickets, lead customer calls, gather requirements, and fulfill requests.
• Debug Stored Procedures, Access DB/SQL code to identify failure points, correct code, test, and handover to DB/Application teams.
• Attend deployment calls with stakeholders.
• Create SSRS reports based on customer needs.
• Monitor alerts related to applications, SQL jobs, services, tasks, events, and servers, and take corrective actions.
• Guide the offshore team and document SOPs for new/recurring issues. Required Qualifications
• 8+ years of experience in L2/L3 production support for relevant applications.
• 8+ years of experience in troubleshooting within similar application environments.
• 8+ years of experience representing support in scrum and handover calls.
• 8+ years of experience leading customer escalations.
• 8+ years of experience attending to and leading escalation tickets.
• 8+ years of experience debugging stored procedures and SQL code.
• Proficiency in SQL Server, TSQL, PL/SQL, SSRS, and SSIS.