Responsibilities:
- Manage operational support, including incident management and proactive analysis.
- Prioritize and handle multiple simultaneous incidents, ensuring effective communication and escalation.
- Develop and maintain processes for documenting support activities and communicating timelines and issues.
- Present key findings to peers and management for maintaining positive relationships.
- Support change management activities and ensure compliance with protocols.
- Assist engineering team with change management processes and scheduling maintenance.
- Provide leadership to level 1 technical support team for 24/7 service operations and KPI compliance.
- Recommend enhancements for improving systems availability and document new processes.
- Knowledge of Java programming language preferred.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Experience in IT operations support or similar role.
- Strong analytical skills and ability to prioritize effectively.
- Excellent communication and interpersonal skills.
- Familiarity with Java programming language preferred.
