Onsite Tech lead responsible for overseeing DCMS operations, ensuring seamless content delivery, system performance, and user support. Leads incident management, stakeholder coordination, and cross-team collaboration to resolve issues and drive continuous service improvement. Ensures system reliability through proactive monitoring, maintenance, and root cause analysis.
Responsibilities: - Manage day-to-day operations of Digital Content Management Systems, including user onboarding, configuration, content deployment, and reporting.
- Enable immediate onsite action for critical incidents and access issues
- Lead incident, problem, and service recovery management during outages
- Serve as primary interface with LAWA IT and Business teams ensuring real-time communication and issue tracking.
- Collaborate with L1/L2/L3 support teams, customer IT teams, OEMs, and partners for timely resolution of incidents and continuous service improvement.
- Review and approve scheduled maintenance and application upgrades
- Monitor offshore deliverables, ensuring consistent service quality
- Perform root cause analysis to resolve production issues.
- Diagnose and troubleshoot DSD & ACN applications.
- Support and manage DCMS platform, ensuring seamless content delivery and system performance.
- Conduct preventive maintenance, system health checks, patching, performance tuning, and software upgrades within defined maintenance windows.
Required Skills: - Strong troubleshooting across Application + Cloud + Infrastructure.
- Hands-on Azure cloud operations exposure.
- ITSM expertise (ServiceNow).
- Network and system administration expertise.
- Excellent communication and stakeholder management.
- Ability to manage critical incidents within SLA.
- Collaborative approach with client-offshore teams.
Preferred Qualifications: - 12-15 years of experience in IT including application support programs.
- Strong experience in application/platform operations, incident management, and production support environments.
- Proficiency in troubleshooting applications, performing root cause analysis, and managing system performance.
- Hands-on experience with ITSM tools (e.g., ServiceNow) and stakeholder coordination in a multi-vendor environment.
- Knowledge of preventive maintenance, system upgrades, patching, and offshore team coordination.
