Client is looking for an IICS/Snowflake Technical Support Lead with strong CDI and CAI experience.
Responsibilities:
Own the technical support team from triage, response, team coordination, and escalation in relation to application integrations, data hub / data warehousing, and ELT/ETL processes.
Investigate and troubleshoot various levels of the data platform from integrations, storage, security, networking, to data warehousing and data pipelines (ETL/ELT).
Innovate and modernize the support capabilities through identification of process and technology improvements with a focus on driving adoption of automation and best practices.
Work with the technical support team to constantly review the incoming support tickets, incident/ticket prioritization (based on Severity), resolution plan, and return to operations within the defined SLA targets.
Work with Support PM for effective KPI tracking and SLA based service fulfilment. Review KPIs and service performance with Perficient Program Leadership and Client on weekly/monthly/quarterly basis.
Work with Support PM and technical team to create work schedules, shift plans and team rosters for 24/7/365 Support Operations.
Work with Support PM and lead the technical team for creating maintenance schedule in close coordination with the Client.
Work with Support PM and lead the technical team to Review all build and release plans with the Agile Development teams.
Work with Support PM and technical team to establish and to constantly review the support escalation paths, process improvements and challenges faced.
Required Skills and Experience:
Hands-on experience working in a complex, cloud-native, environment with high-volume, real-time/near-real-time data integrations.
Experience with application integration methodologies including point-to-point, hub-and-spoke, service bus, middleware, and microservice architecture.
Experience working in multiple Cloud environments (AWS, Azure, GCP, Oracle, etc.)
Experience using connectors including HTTP, Salesforce, AWS, Azure, Oracle, DB, and File/FTP
Experience with Informatica Data Management Cloud (IDMC), particularly with Cloud Data Integration (CDI) & Cloud Application Integration (CAI). Cloud Mass Ingestion (CMI)
Hands-on experience working with Cloud Data Warehousing technologies (Snowflake, Databricks, Big Query, Redshift)