What are the responsibilities and job description for the Command Center Technician I position at Verra Mobility?
Who we are...
Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50 individual tolling authorities.
Position Overview
Verra Mobility is hiring a Command Center Technician who will be part of a fast paced, high growth traffic enforcement technology department/company. Working with the other Remote Operations team member, conduct and manage the daily processes of the Remote Operations services across the portfolio of customers, services and technologies and support the Field Operations team members to ensure that the Operations Team, Victoria meets all KPIs/SLAs and Redflex expectations.
Essential Responsibilities
The ideal candidate will contribute to Company and the Operations Department’s effectiveness and efficiency through the following responsibilities:
- Process proactively remedial requests ensuring they are scheduled and completed in accordance with customer’s agreed KPIs/Service Levels.
- Perform remote site health checks and conduct reviews for quality control of captured images, reporting irregularities and creating requests to remediate any errors.
- Teamwork and active collaboration with fellow team members within Operations, Projects and subcontractors is essential.
- Monitor, respond and assist to any immediate safety issues experienced by Field personnel.
- Champion Process improvement, continuously looking for ways to do things better.
- Perform final system checks after field works have been completed.
- Participate on On-Call roster.
- Service Request and Incident Management, resolving incidents and processing service requests within the Redflex help systems and service management tools.
- Monitoring and managing networked systems, resolving incidents reactively and proactively identifying problems that may impact site operations.
- Coordinating and assisting field resources to perform remedial or planned site maintenance.
- Effectively coordinating and liaising with our customer portfolio, ensuring continuous communication channels are maintained.
- The above list of job accountabilities is not exclusive or exhaustive and you will be required to undertake other tasks as may reasonably be expected within the scope of the position.
- Periodically review and update the standard operational processes and procedures relevant to Remote Operations to ensure they remain optimal.
Qualifications
- Experience in actively engaging customers daily and predominantly service orientated roles.
- Familiarity with Service Management Software and supporting networked equipment across a WAN.
- Good understanding of Industry best practice in maintaining robust network security and access controls (e.g. ISO27001).
- Experience in monitoring multiple live systems, performing health checks and providing support to customers remotely.
- Working knowledge of Microsoft Office applications.
- Knowledge of the automated photo enforcement industry and specific industry requirements.
- IT Network or ITIL certifications may be beneficial.
- Proficient with the use of Microsoft Windows Operating Systems.
- Highly developed verbal and written communication skills.
- Ability to work independently as well as in a team
- National Police Clearance (or regional equivalent).
Aligned with Verra Mobility Values:
- Do What’s Right – We’re committed to doing the right thing for each other and for our customers – integrity is our DNA.
- Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
- Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
- Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.
