Purpose of the job
The purpose of the Sr. Supervisor, Digital QOS & CEM role is to ensure that digital channels meet performance expectations and deliver a high-quality user experience. By proactively monitoring and analyzing application performance, the Sr. Supervisor, Digital channels QOS & CEM identifies potential issues before they impact users, thereby minimizing downtime and improving the overall reliability and efficiency of digital channels. This role is crucial in maintaining the health of critical business applications, supporting smooth operations, and enhancing customer satisfaction. The inclusion of database management and ETL expertise further enhances the ability to ensure data-related performance issues are addressed, contributing to the overall effectiveness of the digital channels environment.
Duties and responsibilities
- Implementing and managing APM tools to monitor digital channels performance.
- Analyzing performance metrics to identify performance issues and trends.
- Monitoring digital channels performance and generating reports on the health and status of applications.
- Identifying root causes of performance issues and work with development and operations teams to implement fixes.
- Optimizing application performance by tuning configurations and optimizing code.
- Proposing and implementing improvements to enhance the performance and scalability of digital channels.
- Conducting root cause analysis for performance incidents and recommend corrective actions.
- Documenting and communicating findings and recommendations to stakeholders.
- Evaluating, implementing, and managing APM tools such as Dynatrace, New Relic, AppDynamics, etc.
- Ensuring APM tools are properly configured and maintained.
- Insuring latest APM tools and technologies update.
- Collaborating with development, QA, and operations teams to ensure seamless integration and performance of digital channels.
- Providing training and supporting team members on APM tools and best practices.
- Communicating performance metrics and improvement plans to stakeholders.
- Monitoring and optimizing the performance of databases including Oracle, MS SQL, and MySQL.
- Insuring efficient data extraction, transformation, and loading (ETL) processes.
- Collaborating with database administrators and ETL developers to resolve performance issues.
- Developing and maintaining scripts in Python and other scripting languages to automate performance monitoring and optimization tasks.
- Creating scripts to integrate APM tools with other monitoring and alerting systems.
- Developing and maintaining dashboards and reports to visualize application performance data.
- Providing regular updates on application performance to management.
- Defining key performance indicators (KPIs) for various digital channels (e.g., web applications, mobile applications, APIs).
- Insuring KPIs alignment with business objectives and user experience goals.
- Reviewing and updating KPIs to reflect changes in application usage and business priorities.
- Tracking and reporting on the defined KPIs to measure the performance and effectiveness of digital channels.
Job specification
Education
- Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience
- 6-10 years experience in Telecommunication field.
Skills and abilities
- Proven experience with APM tools like Dynatrace, New Relic, AppDynamics, etc.
- Strong understanding of application architecture, web technologies, and performance optimization techniques.
- 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.
- Proven experience with APM tools like Dynatrace, New Relic, AppDynamics, etc.
- Strong understanding of application architecture, web technologies, and performance optimization techniques.
- 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.