Job Title: Technical Delivery Manager – Level 2 API Support
Location: REMOTE
Pay Rate: Open to Both C2C and W2 options
Position Type: Multiyear Contract
Description
We are seeking a seasoned Technical Delivery Manager to oversee our client's Level 2 API support operations within a high-stakes, 24x7x365 production environment.
This role is critical to ensuring the stability, performance, and continuous improvement of our enterprise API services, which are integral to our banking operations.
The ideal candidate will have a proven track record in managing API support at scale, particularly in financial services, and possess strong leadership skills to guide cross-functional teams.
Key Responsibilities
24x7x365 API Support Management: Lead and manage the Level 2 support team responsible for the continuous operation of critical API services, ensuring high availability and performance.
Incident & Problem Management: Oversee the identification, resolution, and documentation of complex incidents and problems, ensuring root cause analysis and preventive measures are implemented.
Scheduling & Resource Allocation: Develop and manage support schedules, ensuring adequate coverage for all shifts and efficient allocation of resources to meet service level agreements (SLAs).
Documentation & Knowledge Management: Maintain comprehensive documentation, including Standard Operating Procedures (SOPs), troubleshooting guides, and knowledge base articles, to facilitate efficient support and onboarding.
Training & Development: Provide ongoing training and mentorship to support staff, fostering a culture of continuous improvement and technical excellence.
Stakeholder Communication: Serve as the primary point of contact for internal stakeholders, including development, operations, and business units, ensuring clear and timely communication regarding support activities and issues.
Performance Monitoring & Reporting: Utilize monitoring tools to track API performance metrics, identify trends, and report on support activities, ensuring alignment with business objectives.
Required Qualifications
Experience: Minimum of 5 years in a technical support or operations management role, with at least 3 years focused on API support in a 24x7x365 production environment.
ITIL Knowledge: Proficiency in ITIL processes, including incident, problem, and change management, with a focus on continuous improvement.
Scheduling & Resource Management: Experience in developing and managing support schedules, ensuring optimal coverage and resource utilization.
Documentation Skills: Ability to create and maintain detailed technical documentation and knowledge base articles.
Communication: Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
Preferred Qualifications
Industry Experience: Previous experience in managing API support for a large financial institution or enterprise-scale organization.
Certifications: Desire PMP and/or ITIL Foundation certification or higher; additional certifications in API management or cloud services are a plus.
Technical Expertise: Strong understanding of RESTful APIs, API management platforms (e.g., Apigee, Kong), and cloud services (e.g., AWS, Azure).
Leadership Skills: Demonstrated ability to lead and mentor a technical support team, fostering a collaborative and high-performance environment.
Ref: #850-Rockville (ALTA IT)
System One, and its subsidiaries including Joulé, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
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