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Operations Technical Lead
Ref No.: 17-07745
Location: Cary, North Carolina
Position Type:Direct Placement
  • Manages Teams of Technicians support field services operations
  • Reviews performance metrics against Statements of Work to ensure SLA, KPI and CPI requirements are met.
  • Interacts with customer business and IT contacts and shares performance reports as needed. May be required to manually create operational reports.
  • Interacts with client, participates in service improvement programs
  • Analyzes reports and identifies improvement areas for technical performance
  • Works with other technical teams to drive implementation of improvement activities including shift-left, lean IT, and automation.
  • Effectively communicates to internal and external stake-holders
  • Determines user needs and recommend potential new services

Technical Requirements
  • Must have Strong knowledge of IT operations management processes, automation and technologies, especially toward client and end user facing roles
  • Must Possess Knowledge of SD, Tier 1/2 Teams, basic voice, basic network, monitoring systems, tool ticketing systems and other infrastructure services
  • Should be ITIL Foundation trained; ITIL certifications desired with Intermediate level certification will be preferred.
  • Must have understanding of Knowledge Management, Problem Management, Quality Management and controls, Service Management, SIP or CSI Processes or have prior experience in working in support of such roles.
  • Must be able to comprehend project management methodologies.
Soft Skills
  • Excellent Communication Skills.
  • Strong interpersonal skills coupled with exceptional organizational skills, demonstrable experience of delivering to deadlines
  • Ability to comfortably interact with business level customers and to conduct difficult discussions as needed while maintaining professionalism

Other Skills / Experience Desired
  • Experienced working in a complex enterprise IT environment.
  • Firm understanding of ITIL processes - Incident, Problem, Change, Asset, Knowledge, etc.
  • Required Experience with IT ticketing tools (ServiceNow preferred)

4-9 years of relevant experience preferred across a diverse range of Infrastructure services is preferred (Service Desk, Tier 2 teams: both onsite and remote, Collaborative Workforce, ITSM tools, Quality)