Ref No.: 18-09475
Location: Irving, Texas
This is a critical role as this vertical provides 24X7 on call support to our CRS partners and the internal Single Point of Contact (SPoC) /IT RM team. This resource will be responsible for the review, management and analysis of contractual service level agreements, review and classification of Daily change records that impact the delivery of IT services to our CSR Partners.
As part of this role, this resources will also support overnight changes and validations to ensure all changes were implemented successfully with minimal to no disruption to the IT services delivered to our Partners.

In addition, this resource will support the rotating SPoC team during Major Incidents and events by assisting with engagement, Communication, impact analysis and incident research. This resource will also be responsible for proactive monitoring utilizing internal tools to identify potential risks to service and/or anomalies in our CRS applications utilized by our Retail partners.

Skills required:
• Analytical skills
• Data Mining
• Statistical analytics
• SQL
• Office Automation

Nice to have:
• Service Now
• SPLUNK