Develops operational procedures and provides guidance and leadership to analysts in adopting standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close).
April 02, 2020
Builds relationships with all supported customers and service providers (internal and external) and acts as a liaison to identify opportunities and challenges and implement solutions.
April 19, 2020
Monitors Service Desk volume & trends on a daily and weekly basis, and makes decisions and recommendations based on that data to optimize service delivery resulting in customer interfacing recommendations or team coaching and improvement opportunities.
April 20, 2020
Act as an escalation point for the internal team, clients, as well as third-party vendors, both during business hours as well as after-hours.
May 11, 2020
Manages daily IT operations, such as back office nightly job streams, production/test server and network infrastructure, enterprise application systems and critical incident management by establishing priorities, developing standards and setting schedules and deadlines.
May 24, 2020