| Operations Support Lead consultant. at Remote, Remote, USA |
| Email: [email protected] |
| Hello, Hope you are doing well! Suryaprakash [email protected] Greetings from Sapphire Software Solutions Inc., As a global staff augmentation company, Sapphire Software Solutions offers comprehensive workforce solutions and a large pool of personnel available on demand. If you have someone available for the following role, do let me know: Level 2 Operations Support Lead consultant. If you are looking for a new project please let me know along with your updated resume and expected Payrate for the below role. Job Description Contractor will be responsible for providing high-level technical and operational direction to the team to ensure service and support service levels are met. Contractor will be working in an intensive, customer focused, schedule driven environment and will have direct accountability for the technical correctness, timeliness and quality of all services performed. The Work includes the following tasks: Responsible for providing high-level technical and operational direction to the team to ensure service and support service levels are met Work in an intensive, customer focused, schedule driven environment and have direct accountability for the technical correctness, timeliness and quality of all services performed Provide leadership, training coordination and operational effectiveness skills for a 24 x 7 support operation Coordinate management of incident tickets, change tickets, maintenance and outage notifications, device provisioning and reporting amongst the Service Desk and several Level 2 teams Ticket review and follow-up on incorrect/incomplete tickets Escalation point for others (L2, users, supervisors, etc.) Focus on continuous process improvement and customer satisfaction Monitor and improve Service Desk performance metrics Coordinate and help resolve high priority and complex support issues for a high impact and demanding environment Monitor and manage the Service Desk and Level II team queues, participating in or leading escalation calls as needed Demonstrate a proactive approach in response to daily activities Alert leadership of situations that require immediate support or escalation Manage vendor relationships that support daily operational needs Monitor and record activity/updates that pertain to given assignments Demonstrate a proactive approach in response to daily activities Create documentation and reports, as directed Answer ad hoc requests for information on short timeline Some schedule and on-call flexibility is required Personnel shall possess the following requirements, skills and attributes: Bachelors Degree required Related past work experience in a customer facing technical support role Troubleshooting experience (Diagnosing, correcting and escalating when necessary) Experience with mobile devices preferred (phones, tablets, etc.) ServiceNow experience a plus This email is generated using CONREP software. A10980 Keywords: active directory |
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| Thu Nov 23 00:04:00 UTC 2023 |