Production Operations Lead

Company	Accenture
Location	Los Angeles, CA, USA
Salary	$57.69 – $67.69
Type	Full-Time
Degrees
Experience Level	Mid Level, Senior

Requirements

Minimum two years’ experience with ServiceNow
Minimum three years of experience with software development lifecycle
Minimum three years’ experience in a large-scale welfare project
This role requires 24/7 on call support
High School Diploma or GED

Responsibilities

The Production Operation Lead manages a team of two resources to support the CalSAWS statewide project for any Maintenance and Enhancement (M&E) escalations of production issues that occur 24 hours by 7 days a week.
This includes providing daily metrics, release management support, and broadcast communications to counties and project leadership.
The Production Operation Lead also develops and maintains communication templates to expedite and standardize communications, reducing delays, and improving overall customer satisfaction.
These responsibilities also include coordinating M&E Root Cause Analysis and Preventive Actions, managing a public-facing WordPress site for updates, and developing and presenting on performance metrics for the CalSAWS project.
Attend all Issue calls and identify if there is an M&E impact. If M&E impact is identified, work with respective AppDev and Consortium team to receive inputs and draft communications, as necessary.
Attend Release Meeting daily and ensuring production impacting items are discussed and high priority items are scheduled for implementation as quickly as possible.
Working with Consortium Section Directors to get communications reviewed before distributing to counties.
Work with the application teams on the need for CalSAWS Information Transmittals (CIT), CalSAWS Request For Information (CRFI), CalSAWS Alert Transmittals (CAT), and CalSAWS broadcasts.
Lead the build and deployment calls. Review items being deployed during the day and ensure accountability from each team.
Draft and review Bi-Weekly status reports and represent them in the Bi-weekly project status meetings.
Represent Green light meeting for M&E Production Operational activities.
Represent T-X release readiness meetings for the preparation of baseline release deployments.
Coordinate with application teams and draft root cause analysis and get them reviewed by leadership.
Develop and facilitate the Performance Report meeting with Internal project staff, QA vendor, and Consortium.
Review release notes.
Coordinate with team to develop release webcast videos on M&E technical changes.

Preferred Qualifications

Bachelor’s or Associate’s Degree