Sr. Supervisor, Digital Channels
7 days ago
About the job Sr. Supervisor, Digital Channels (Quality of Service & CEM)
**Purpose of the job**
**Duties and responsibilities**
**1. Monitoring and Analysis**:
- Implement and manage APM tools to monitor digital channels performance.
- Analyze performance metrics to identify performance issues and trends.
**2. Performance Optimization**:
- Identify root causes of performance issues and work with development and operations teams to implement fixes.
- Propose and implement improvements to enhance the performance and scalability of digital channels.
**3. Incident Management**:
- Conduct root cause analysis for performance incidents and recommend corrective actions.
- Document and communicate findings and recommendations to stakeholders.
**4. Tool Management**:
- Evaluate, implement, and manage APM tools such as Dynatrace, New Relic, AppDynamics, etc.
- Ensure APM tools are properly configured and maintained.
- Stay updated on the latest APM tools and technologies.
**5. Collaboration and Communication**:
- Collaborate with development, QA, and operations teams to ensure seamless integration and performance of digital channels.
- Provide training and support to team members on APM tools and best practices.
- Communicate performance metrics and improvement plans to stakeholders.
**6. Database and ETL Management**:
- Monitor and optimize the performance of databases including Oracle, MS SQL, and MySQL.
- Ensure efficient data extraction, transformation, and loading (ETL) processes.
- Collaborate with database administrators and ETL developers to resolve performance issues.
**7. Scripting and Automation**:
- Develop and maintain scripts in Python and other scripting languages to automate performance monitoring and optimization tasks.
- Create scripts to integrate APM tools with other monitoring and alerting systems.
**8. Reporting**:
**9. Defining Performance KPIs for Digital Channels**:
- Ensure KPIs align with business objectives and user experience goals.
- Track and report on the defined KPIs to measure the performance and effectiveness of digital channels.
**Job specification**
Education
- Bachelors degree in computer science, Information Technology, or a related field.
Experience
- 6-10 years of experience in Telecommunication field.
Skills and abilities
- Proven experience with APM tools like Dynatrace, New Relic, AppDynamics, etc.
- Experience with scripting and programming languages (e.g., Python, Java, JavaScript).
- Strong knowledge of database systems (Oracle, MS SQL, MySQL) and ETL processes.
- Excellent problem-solving skills and attention to detail.
- Strong communication and collaboration skills.
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