Job Description: Supervise the 24x7 centralized operations staff in the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refers issues to Tier 3 staff for resolution as required, tracks and monitors response/resolution time, and verifies user acceptance.
Implementing moderately complex core business processes and assists in process improvement initiatives to enhance customer service. Identifies process matters of significance or enhancements and implements.
Leading Incident Response during critical outages and ensuring proper notification to management and customer POCs.
Evaluating employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
Leading incident response during critical outages and ensuring proper notification to management and customer POCs.
Preparing Daily Report on Incidents/Change/Problem tickets and SLA status
Preparing summary report on all Major incidents occurring on shift
Preparing Operations Center scheduling
Must be able to communicate professionally with all levels of personnel from technicians to senior management.
Required Skills, Experience, and Education: Shall have seven (7) years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Must have experience working with customer technology and support requirements.
Experience working with SLAs
Strong time management and communication skills
Strong interpersonal and presentation skills
Strong troubleshooting and technical skills in networking and desktop support.
Experience with enterprise management monitoring tools such as HP Openview, Solarwinds, or Splunk a plus.
Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
Experience scheduling in a 24x7 environment
Required Clearance: Candidate must have a TS/SCI polygraph clearance
Desired: ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA), or similar certification desired