Job description:

SummaryThe Lead Technical Support Analyst is responsible for leading the lower-level analysts on the team in the absence of a supervisor and provide support of all assigned technology solutions and PenFed IT environments supported by the team. The incumbent performs problem resolution as necessary, and problem escalation to resolve issues in a timely manner. This position will provide support for problems within Prod, Dev, and QA environments with ability independently solve problems in a timely manner. The incumbent provides oversight, mentoring, guidance, and assistance to the team for projects, conversions and product implementations and assist with individual development of the lower-level members of the team.Maintains excellent working relationships with internal IT support teams and PenFed business units. Handles complex issues requiring judgment and latitude for independent action to set the appropriate direction for the Technical support Analysts on the team. Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Lead a team of Technical Support Analysts levels 1 and 2, working within an integrated cross platform production job scheduling environment, including but not limited to: setting up batch jobs, predecessor and dependency relationships, and creating notification and escalation rules. Perform most complex requests that are submitted by customers. Schedule large volumes of production job in an efficient manner. Provide Subject Matter Expert (SME) assistance to application developers on how to effectively schedule or automate Production schedules utilizing CA-Jobtrac automated scheduler. Provide assistance for projects, conversions and product implementations. Provide SME level technical support as required in areas such as tape and vault management, DASD management, the batch scheduling system along with file transfer and server backup software. Create procedural documentation when required, maintain systems and update written procedures as applications are introduced and/or enhanced. Continually look for opportunities to improve processes and workflow efficiency, including staying current on the IT industry best practices Ensure exceptional customer support is provided by the team for projects, requests, change orders, and incidents that are assigned to the team Conduct weekly team meetings to include change order peer review and project status updates Submit and monitor data processes and performing checks of inputs/outputs on the Mainframe, WINDOWS & UNIX platform. Maintain precise documentation of data processes. Support disaster recovery effort that adequately meets the business needs and avoid extended system outages should an event occurs. Update, create, change and add new application to automated scheduler on the Mainframe and Distributed systems platforms. Provide SME guidance related to integrated cross-platform QA, DEV, and Production job scheduling. Provide SME guidance interpreting and reading flow charts and other technical documents; Maintain effective and collaborative working relationships with peers and clients Provide oversight, guidance and mentoring to Analyst 1 and 2 level members of the team Act as the backup for the Supervisor of the department in their absence Provide input to the department manager on performance of each team member and assists with helping the team on