Customer Satisfaction Agent at Tiime, assisting entrepreneurs through a dedicated application. Engaging users via multiple communication channels and enhancing their experience.
About the role
- Solution Deployment & Support Specialist managing deployments and support tickets for xClass system in Puerto Rico. Collaborating with teams to ensure compliance and performance post-deployment.
Responsibilities
- Develop comprehensive deployment plans, schedules, and playbooks
- Coordinate with cross-functional teams to ensure deployment readiness
- Execute solution deployments across various environments (DEV, QA, PROD)
- Manage cutover activities, including go/no-go checkpoints and deployment validation
- Oversee hypercare support post-deployment to ensure stability and performance
- Ensure compliance with DT governance, security protocols, and change management standards
- Process and resolve end-user tickets, including issues related to environments, migration requests, data loads and configuration updates
- Troubleshoot deployment-related issues, coordinate and drive rapid resolutions
- Identify process gaps and recommend improvements to enhance deployment workflows and automation
- Be able to execute the Major Incident Management process when necessary
- Represent xClass during Change Advisory Board (CAB) reviews
- Collaborate with the Service Manager to develop and maintain ServiceNow Knowledge Base articles
- Coordinate multiple infrastructure teams for annual Disaster Recovery testing and, if needed, DR execution.
Requirements
- Must be a U.S. Citizen
- Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience
- 3–5 years of experience in application or enterprise solution deployments, including web applications, databases, and API changes
- Strong understanding of release management, DevSecOps pipelines, and environment management
- Excellent documentation, coordination, and communication skills
- Proven ability to manage multiple parallel deployments with exceptional attention to detail
- Strong knowledge of Oracle PL/SQL and database queries
- Experience with API testing tools (Postman, Talend, SOAP UI, etc.)
- Understanding of ReST APIs, API management, and Open API 3.1+
- Train others on support operations procedures
- Execute the integration onboarding process, including ensuring reviews and approvals are completed within the SLA
- Coordinate data, copyback, and connectivity alignments with multiple SAP landscapes
- Support projects, as needed.
Benefits
- Medical, dental, and vision insurance
- Three weeks of vacation for newly hired employees
- Generous 401(k) plan that includes employer matching funds
- Participation in the Employee Scholar Program (ESP)
- Life insurance and disability coverage
- Employee Assistance Plan, including up to 8 free counseling sessions
- And more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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