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Technology Delivery Lead
Location
Egypt
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Technology Delivery Lead
PartnerOne
• Provide support during Tuesday and Thursday hotfix windows, ensuring smooth client validation after custom production changes. • Tracks and manages changes to be included in the Production Hotfix, windows, including verification with customer • Coordinate with WSS and DevOps during maintenance windows • Execute backout scripts and CMUs as needed • Participate in once-monthly production release windows, supporting client validation processes. • Serve as the first point of contact on client calls during critical issues or production-impacting events (during working hours) • Customer Submitted Issue Support: • Assist with ServiceNow ticket management and initial triage of tickets • Includes reviewing the current tickets open for USAA and ensuring customer updates are occurring timely • Work closely with internal engineering, support, and delivery teams to coordinate custom change implementations. • Proactively identify and escalate risks or delays that may impact client delivery.
Job Requirements
- 2+ years of experience in technology delivery, client services, or a similar role.
- Proven ability to manage communications and logistics around technical changes in production environments.
- Exceptional customer service skills with a client-first mindset.
- Outstanding organizational and time management skills—must be able to juggle multiple priorities.
- Ability to work independently and reliably, especially during time-sensitive after-hours deployments.
- Strong written and verbal communication skills.
- Comfortable joining and contributing to high-stakes client calls.
- Understanding of change management and production release processes in technical environments.
- Preferred Qualifications/Skills **
- Experience working in a SaaS, managed services, or enterprise IT environment.
- Experience with Service Now ticketing system a plus.
- Experience with Mortgage Cadence Platform, to assist with initial ticket triage and resolution a plus hours for FTE
- Offshore/after-hours Resource – 100%
- Own hotfix maintenance windows – late night/early morning (6-8 hours/wk) Tues/Thurs 10:30pm CT – 2am CT (often completed in 2-3 hours)
- Participate in USAA deployment bridges - late night/early morning
- Coordinate with WSS and DevOps during maintenance windows
- Execute backout scripts and CMUs as needed
- Support monthly production deployments – once a month 4 -5 hours of support (typically one Sat 2am – 6am CT)
- Assist with ServiceNow ticket management and initial triage of new tickets - 10-20 hours/ wk
- Tracks and manages the changes to be included in Production HF windows, - 6-8 hours/wk
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