Automation Delivery Support at Teradata San Diego, CA
Automation Delivery SupportLocation:
San Diego, CA or Tijuana, BC, MexicoTeradata Global Support Operations is building capabilities to further drive our company and function's transformation.
We are seeking a highly-skilled and technology-focused team member to help evolve the future of the System Change Management organization.
The System Change Management organization is leading the transition of Change Control practices from a series of manual activities to an orchestrated automated process.
This is a senior role that will be critical to support this transition.
While you will start with the traditional Change Control process definition and field support role, they will also start shaping the delivery support function for System Change Automation and contribute to the codebase on a day-to-day basis.
You will work very closely with Change Control delivery teams to ensure proper usage of System Change Automation features, and enable accelerated problem resolution and troubleshooting.
What You'll DoResponsible to support Change Control activities for Teradata products and ecosystem:
Leverage and improve Installation, Upgrade, Migration, and Backdown (IUMB) procedures for Teradata products with a focus on next-generation products (e.
g.
Vantage) and platforms (on-premise, public cloud, TDVM, and hosted cloud).
Enable the adoption of strategic features in-field use by reviewing and improving the IUMB process; help capture requirements and use cases, and support UAT and deployments to facilitate IUMB operations in the field.
Responsible for supporting, promoting, and enabling automation-first mindset in Change Control operationsDevelop domain-specific knowledge of Change Control automation tools and supporting framework to fully understand design and tools usageTroubleshoot automation issues and incident with clear identification of root cause and actionable next stepsFix and deliver low-impact incidents by following System Change Automation development and maintenance processesAccelerate problem analysis and troubleshooting resolution process employed by other product support engineersManage CI/CD pipeline for System Change Automation and ensure high-availability and resiliency of critical support; ensure automation releases are staged and made available for the field on a timely basisEngage in high-level functional validation of automation features; support UAT and beta testing efforts as neededIdentify, implement and improve upon delivery support modelCreate, elaborate on, and defend product enhancement requests that will make IUMB operations automation-friendly while improving operational profile (e.
g.
reduced downtime, easier and faster troubleshooting, improved lead time, etc.
)Help create and improve troubleshooting guidelines to assist Change Control delivery specialists in effectively triaging and supporting field issues (i.
e.
enable delivery teams to provide L2 support)Responsible for providing deep level (i.
e.
L3) technical support on IUMB and other system change-related activitiesAnalyze files and system dumps for the root cause.
Identify and document new product defects.
Build tools to enable accelerated analysis and problem resolution.
Provide new and/or known solutions/workarounds to problems.
Provide recommendations for product improvements.
Perform system recovery for down or inaccessible systems.
Collaborate and/or escalate with other workgroups including Engineering and 3rd party product providers.
Responsible for supporting the Knowledge-Centered Support model via the following activities:
Create, review, and improve and maintain Technical Alerts and other related technical artifacts.
Periodically review knowledge content for accuracy, relevancy, and applicability.
Create defect tracking tickets associated with incidents and root cause analysis.
Assist with the development of change control procedures (templates) and other process definition artifacts.
Lead the team to perform regular ongoing product quality and incident analysis to identify root causes and preventive solutions:
Analyze data to identify trends, baselines, and outliers related to product quality.
Summarize results and prepare actionable stories for product development improvement.
Interface with other organizations (internal and external) to connect key stakeholders in resolving customer issues and improving product quality.
Grow a collaborative network across organizations such as engineering and supportDemonstrate a high level of professionalism with customer and peer interactionsYour Background BS in Computer Science or another technical disciplineStrong communication skills (verbal and written)7 to 10 years of related experienceStrong understanding of Teradata productsExperience in Teradata database best practicesPractical knowledge in installation and upgrade processesExperience software development (ideally using Python and PyTest) on the Linux platformExperience working with RDBMS and SQL queriesExperience in using virtual infrastructure (e.
g.
VMWare, Vagrant, etc.
) for development, support, and testingPreferred QualificationsExperience with Teradata upgrade and support toolsExperience with Teradata expansion and configuration processesExperience in using Jenkins for CI/CD pipelineExperience with common configuration management tools such as Ansible/PuppetExperience leverage development languages such as python to improve the customer support experienceExperience in using GitHub, JIRA, and other common development toolsClosed-Loop/Corrective Action experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
San Diego, CA or Tijuana, BC, MexicoTeradata Global Support Operations is building capabilities to further drive our company and function's transformation.
We are seeking a highly-skilled and technology-focused team member to help evolve the future of the System Change Management organization.
The System Change Management organization is leading the transition of Change Control practices from a series of manual activities to an orchestrated automated process.
This is a senior role that will be critical to support this transition.
While you will start with the traditional Change Control process definition and field support role, they will also start shaping the delivery support function for System Change Automation and contribute to the codebase on a day-to-day basis.
You will work very closely with Change Control delivery teams to ensure proper usage of System Change Automation features, and enable accelerated problem resolution and troubleshooting.
What You'll DoResponsible to support Change Control activities for Teradata products and ecosystem:
Leverage and improve Installation, Upgrade, Migration, and Backdown (IUMB) procedures for Teradata products with a focus on next-generation products (e.
g.
Vantage) and platforms (on-premise, public cloud, TDVM, and hosted cloud).
Enable the adoption of strategic features in-field use by reviewing and improving the IUMB process; help capture requirements and use cases, and support UAT and deployments to facilitate IUMB operations in the field.
Responsible for supporting, promoting, and enabling automation-first mindset in Change Control operationsDevelop domain-specific knowledge of Change Control automation tools and supporting framework to fully understand design and tools usageTroubleshoot automation issues and incident with clear identification of root cause and actionable next stepsFix and deliver low-impact incidents by following System Change Automation development and maintenance processesAccelerate problem analysis and troubleshooting resolution process employed by other product support engineersManage CI/CD pipeline for System Change Automation and ensure high-availability and resiliency of critical support; ensure automation releases are staged and made available for the field on a timely basisEngage in high-level functional validation of automation features; support UAT and beta testing efforts as neededIdentify, implement and improve upon delivery support modelCreate, elaborate on, and defend product enhancement requests that will make IUMB operations automation-friendly while improving operational profile (e.
g.
reduced downtime, easier and faster troubleshooting, improved lead time, etc.
)Help create and improve troubleshooting guidelines to assist Change Control delivery specialists in effectively triaging and supporting field issues (i.
e.
enable delivery teams to provide L2 support)Responsible for providing deep level (i.
e.
L3) technical support on IUMB and other system change-related activitiesAnalyze files and system dumps for the root cause.
Identify and document new product defects.
Build tools to enable accelerated analysis and problem resolution.
Provide new and/or known solutions/workarounds to problems.
Provide recommendations for product improvements.
Perform system recovery for down or inaccessible systems.
Collaborate and/or escalate with other workgroups including Engineering and 3rd party product providers.
Responsible for supporting the Knowledge-Centered Support model via the following activities:
Create, review, and improve and maintain Technical Alerts and other related technical artifacts.
Periodically review knowledge content for accuracy, relevancy, and applicability.
Create defect tracking tickets associated with incidents and root cause analysis.
Assist with the development of change control procedures (templates) and other process definition artifacts.
Lead the team to perform regular ongoing product quality and incident analysis to identify root causes and preventive solutions:
Analyze data to identify trends, baselines, and outliers related to product quality.
Summarize results and prepare actionable stories for product development improvement.
Interface with other organizations (internal and external) to connect key stakeholders in resolving customer issues and improving product quality.
Grow a collaborative network across organizations such as engineering and supportDemonstrate a high level of professionalism with customer and peer interactionsYour Background BS in Computer Science or another technical disciplineStrong communication skills (verbal and written)7 to 10 years of related experienceStrong understanding of Teradata productsExperience in Teradata database best practicesPractical knowledge in installation and upgrade processesExperience software development (ideally using Python and PyTest) on the Linux platformExperience working with RDBMS and SQL queriesExperience in using virtual infrastructure (e.
g.
VMWare, Vagrant, etc.
) for development, support, and testingPreferred QualificationsExperience with Teradata upgrade and support toolsExperience with Teradata expansion and configuration processesExperience in using Jenkins for CI/CD pipelineExperience with common configuration management tools such as Ansible/PuppetExperience leverage development languages such as python to improve the customer support experienceExperience in using GitHub, JIRA, and other common development toolsClosed-Loop/Corrective Action experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
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