This is the Escalation & Clearance Management role which approves and coordinates clearance releases, and supports escalated repair or restoration activities from escalated events. Application/Network Change Management Oversight: Escalation Support for Incident, Maintenance, and Change Management. Escalated incident support for issues assigned to the IT Operations Center related to approved or unauthorized change activities. Perform Clearance Management functions as required. Process complex change requests. Open Tickets as required for issues found through trending, data analytics, tools and processes. May act in lead capacity on technical conference bridges for outages as part of the outage management process related to change / maintenance events. Change Management - Performs analysis and makes business decision on maintenance activities; identifies and gives clearance for maintenance. Implement firmware/software upgrades for systems and devices under IT Operations Center accountability or as requested. Problem Management - Lead Chronic issues assigned to the IT Operations Center. Initiate the Problem Management/Root Cause Analysis program process as needed. Analyze tickets assigned to the IT Operations Center and provide troubleshooting and fix as required. Develop/Review/Approve Work Instructions/Run- Book procedures for IT Operations Center.BA/BS in Information Technology or related field or equivalent work experience. Desired: Advanced knowledge of network protocols, software applications, and operating support systems; current Networking Certification ITIL Certification. Minimum of 5 years experience in telecommunication, internet, and network operation center environments. Desired: Previous experience working in ticket management systems/ applications (I.E SMC Remedy), monitoring network devices and software operating systems. Experience compiling and analyzing data/statistics. Desired: Ability to communicate finds and recommendations to various levels of management; Ability to lead teams; Responds to escalated issues and complex incidents; Oversees, mentors and provides technical guidance to less experienced IT Network Operations Analysts; Ability to effectively manage multiple assignments and demanding time constraints; Ability to run what-if modeling analysis and understand how different factors affect outcomes; Is able to work with and communicate across multiple departments; Ability to apply technical skills to resolve high-impacting, unusual, and/or complex incidents. Has advanced or mastery knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP. Ability to choose from different analytical methods, approaches, and tactics to meet analysis requirements in an efficient manner. Interacts with users, IT professionals and team members typically reporting and discussing progress of projects/incidents. Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines or under direction of leadership. Escalates to more experienced resources on unusual or more difficult incidents. Has proficient knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP. Qualitative and quantitative analytic & problem solving skills. Ability to learn new concepts quickly; Organizational skills; Advanced verbal and written communication skills; Proficient in Microsoft Excel and Word; Is able to work independently or as part of a team; Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP; Adheres to Work Instructions and/or processes as defined in Run Books and Playbooks; Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines. Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment. May require some local traveling for training, meeting, etc. Able to support shift schedules as required to meet business needs