Technology Delivery Lead

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Offer assistance during the hotfix windows on Tuesdays and Thursdays, ensuring clients can validate custom production changes smoothly.

• Monitor and oversee changes slated for inclusion in the Production Hotfix windows, ensuring customer verification.

• Collaborate with WSS and DevOps during maintenance periods.

• Implement backout scripts and CMUs as required.

• Engage in monthly production release windows, facilitating client validation processes.

• Act as the primary point of contact for client calls during critical incidents or production-impacting situations (within working hours).

• Customer Submitted Issue Support:

• Aid in managing ServiceNow tickets and perform initial triage of requests.

• Review current tickets for USAA and ensure timely customer updates.

• Work closely with internal engineering, support, and delivery teams to coordinate the implementation of custom changes.

• Proactively identify and escalate any risks or delays that could affect client delivery.

⛳️ Requirements

• Minimum of 2 years of experience in technology delivery, client services, or a comparable role.

• Demonstrated expertise in managing communications and logistics for technical changes in production settings.

• Exceptional customer service abilities with a focus on client satisfaction.

• Excellent organizational and time management skills—capable of handling multiple priorities effectively.

• Ability to work independently and reliably, especially during time-sensitive after-hours deployments.

• Strong written and verbal communication capabilities.

• Comfortable participating in and contributing to high-stakes client calls.

• Familiarity with change management and production release processes in technical environments.

• **Preferred Qualifications/Skills**

• Experience in a SaaS, managed services, or enterprise IT setting.

• Familiarity with the ServiceNow ticketing system is advantageous.

• Experience with the Mortgage Cadence Platform to aid in initial ticket triage and resolution is a plus.

• Offshore/after-hours resource—100% commitment required.

• Manage hotfix maintenance windows—late night/early morning (6-8 hours/week) on Tuesdays/Thursdays from 10:30 PM CT to 2 AM CT (usually completed in 2-3 hours).

• Participate in USAA deployment bridges—late night/early morning.

• Collaborate with WSS and DevOps during maintenance windows.

• Implement backout scripts and CMUs as necessary.

• Support monthly production deployments—once a month for 4-5 hours (typically one Saturday from 2 AM to 6 AM CT).

• Assist in managing ServiceNow tickets and initial triage of new tickets—10-20 hours/week.

• Monitor and manage changes to be included in Production HF windows—6-8 hours/week.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Flexible work hours and the possibility of remote work.

• Opportunities for professional growth and development.

• Supportive and collaborative team environment.