Sr Product Support Engineer

Company: SPECTRUM
Location: Stamford
Posted on: June 25, 2022

Job Description:

JOB SUMMARY
Responsible for program and project management, coordinating across operations, support, and development teams. Performs high level data analysis against: KPI, performance trends, anomalies, and creates content for leadership updates.

Major Duties and Responsibilities:
Coordinates with software development teams on critical issues that are impacting customer experience and collaborates with these teams on resolving the issues.
Leads and partners with all teams to troubleshoot and investigate moderate to complex software integration problems in production, stage and test environments.
Analyzes and revises existing system logic difficulties and documentation.
Develops, modifies, enhances, and implements designs, executes project deliverables and estimates scope of work.
Coordinates with customer and network operations on customer issues.
Responsible for estimating customer impact for identified customer experience issues.
Analyzes customer experience data to identify anomalies.
Manages outage management activities, including providing teams with customer examples and error data.
Performs data analysis against: KPI, performance trends, anomalies, and creates content for leadership update.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of Agile development methodologies
Ability to deliver against several initiatives simultaneously
Ability to prioritize and organize effectively
Effective written and verbal communication skills
Effective analytical and troubleshooting abilities
Ability to us data analytics techniques to identify KPI drivers and performance anomalies.
Ability to create content for Executive leadership level presentations using Power Point and Excel.

Required Education
Bachelor's Degree in Computer Science or relevant experience

Required Related Work Experience and Number of Years
Experience with IT program/project management 4+
Experience with query languages (SQL, Splunk, JIRA)
Executive Presentations and content creation (power point, excel) 2-4
In-depth data analysis (JIRA, Excel, Tableau, Kibana) 2-4


PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Executive Presentations and content creation (power point, excel) 2-4
In-depth data analysis (Excel, Tableau, Kibana) 2-4
Experience with query languages (SQL, HQL, MySql, Splunk, etc) - 3+

WORKING CONDITIONS
Office environment
#LI - RC1 MPD398 311143-1 311143BR Required

Keywords: SPECTRUM, Stamford , Sr Product Support Engineer, Other , Stamford, Connecticut