We are seeking a highly reliable and organized Technology Delivery Lead Specialist to join our Technology Delivery Lead team within the Client Success Department. This role is critical in ensuring seamless client experience during custom production changes, hotfixes, and monthly release cycles. You will be the first point of contact during critical issues, manage client communications related to production changes, and support client validation activities during after-hours deployments
. This is a client-facing, detail-oriented role requiring exceptional communication, organizational, and time management skills. The ideal candidate is dependable, responsive, and committed to delivering exceptional service in a quick-paced, dynamic environment
.
Key Responsibilitie
s Hotfix Support
: o Provide support during Tuesday and Thursday hotfix windows, ensuring smooth client validation after custom production change
s. Tracks and manages changes to be included in the Production Hotf
ixwindows, including verification with custom
er Coordinate with WSS and Dev Ops during maintenance windo
wso Execute backout scripts and CMUs as need
edo Participate in once-monthly production release windows, supporting client validation processe
s.
Critical Issue
s: o Serve as the first point of contact on client calls during critical issues or production-impacting events (during working hou
rs)• Customer Submitted Issue Suppo
rt:· Assist with Service Now ticket management and initial triage of tick
ets· Includes reviewing the current tickets open for USAA and ensuring customer updates are occurring tim
ely
Internal Collaborati
on: o Work closely with internal engineering, support, and delivery teams to coordinate custom change implementati
ons.o Proactively identify and escalate risks or delays that may impact client deliv
ery.
Required Qualifications & Sk
ills · 2+ years of experience in technology delivery, client services, or a similar