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Support Lead, Enterprise Software - Technical Support

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Matthew Allen Principal Recruiter

Phone Work (425) 230-4876
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Job Info

Category Technical Support
Employment Type Contract or Full-Time
Compensation $0.00 - $0.00
Location United States, CA - 94303

Client Introduction

We are a world class enterprise software company delivering quality management, regulatory compliance, risk management, and corporate governance business applications to the Fortune 500, customers include Pfizer, UBS, Philips, Kelloggs, Pepsi, Procter and Gamble, Allstate, Dell, DirecTV, American Airlines and more. These customers use our products for many different purposes:

** Regulatory Compliance (FDA, SOx, FERC, OSHA, etc.)
** Risk Management (Internal Audits, ERM, ORM, IT Compliance, etc.)
** Quality Management (ISO 9000, Six Sigma, Supplier Quality, etc.)
** Corporate Governance (Ethics, Stock Options Grants, CSR, etc.)
** Sustainable Environment (Green Data Center, EH&S, Smart Buildings, Smart Cities, etc.)

We are in the Leaders Quadrant of the Magic Quadrant for Enterprise GRC Platforms for 2010. We have received numerous awards including the Red Herring 100, Enterprise Outlook Investors' Choice, Supply and Demand Executive 100, and the HotTech award. Investments from blue-chip venture capital firms such as Kleiner Perkins and Integral Capital in association with corporate investors such as Advanced Equities have enabled us to make continued investments in its market leadership.

Job Description

As a key member of our Production Engineering organization, the Support Lead is responsible for owning support relationships with marquee customers throughout the US and Canada that have deployed our enterprise class GRC (Governance, Risk and Compliance) and Quality Management software products and solutions.

Job Responsibilities

** Manage the technical, functional and process aspects of the support relationship with multiple customers of different complexity levels.

** Guarantee that production environments running enterprise software implementations operate correctly within strictly defined SLAs.

** Plan and execute the transition of software implementation projects into production.

** Plan and execute production engineering projects that implement new functionality in critical production environments.

** Work closely with MetricStream onshore (U.S. based) and offshore (India based) production engineering and delivery teams.

** Create, review and approve SLA reports.

** Continuously build and expand MetricStream’s technology leadership in Production Engineering and Production Support.


** Strong hands-on administration and scripting experience of Windows or (preferably and) Linux server operating systems.

** Strong knowledge of web server, application server and Oracle database technologies.

** Experience with GRC, Quality Management, Supply Chain, ERP, CRM or similar enterprise class applications.

** Experience in working with onshore and offshore resources.

** Ability to build strong working relationships with technical and functional experts within our and customer organizations.

** Experience with Java/J2EE.

** Hands-on SQL and PL/SQL coding (Oracle).

** Experience in Oracle performance tuning.

** Experience with css, javascript and javascript frameworks.

** 8 Experience with change and release management.

** Experience with monitoring, ticketing and version control systems.

** Project Management experience.

Required Experience

** 6-10 years of production experience supporting enterprise software applications consisting of multiple modules for large organizations in cloud and on-premise scenarios.

** Detail-oriented, hands-on execution experience in large-scale production environments.

** Strong hands-on experience with database development and Oracle PL/SQL.

** Experience in troubleshooting and log analysis of tiered web applications.

** Proven ability to lead teams in combined onshore-offshore settings.

** Ability to occasionally travel to customer sites in the U.S. (less than 20%).

Required Education

** Bachelor's or Master's degree in Computer Science/Engineering or related field.

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