Technical Operations Specialist
2 weeks ago
The Technical Operations Specialist is responsible for ensuring the delivery of managed services to clients through proactive management, monitoring, and resolution of technical incidents and problems. This role involves working independently with clients, stakeholders, and the team to resolve escalated incidents within agreed service level agreements.
Main Responsibilities:
- Monitor work queues and provide support to clients with highly technical or sophisticated tickets.
- Work with clients, stakeholders, and the team to resolve escalated incidents and requests in a timely manner within agreed SLAs.
- Act as an emergency support contact for critical client and business-impacting issues.
- Ensure accurate time management and timely escalation of tickets to management as needed.
- Identify opportunities for automation and process improvements, working with the automation team to implement changes.
Requirements:
- Relevant IT/Computing degree and up-to-date ITIL certification.
- Fundamental knowledge of Azure, AWS, SAP, and Linux.
- Previous experience in call center or team lead roles, with a track record of implementation of continual service improvement.
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