L2 Ops Support Contributor
Loc: NYC, NY---onsite from Day 1
Duration: Long term contract(24+ months)
Expected Rate: $open/hr. on c2c or w2.
JOB DUTIES AND RESPONSIBILITIES:
Client is seeking a highly skilled L2 Ops Support Contributor to join our team. The ideal candidate will be responsible for providing high-level technical and operational direction to the team to ensure service and support service levels are met. Candidate will be working in an intensive, customer focused, schedule driven environment and will have direct accountability for the technical correctness, timeliness and quality of all services performed.
The Work includes the following tasks:
- Provide leadership, training coordination and operational effectiveness skills for a 24 x 7 support operation
- Coordinate management of incident tickets, change tickets, maintenance and outage notifications, device provisioning and reporting amongst the Service Desk and several Level 2 teams
- Ticket review and follow-up on incorrect/incomplete tickets
- Escalation point for others (L2, users, supervisors, etc.)
- Focus on continuous process improvement and customer satisfaction
- Maintain knowledge of relevant technologies and standards
- Monitor and improve Service Desk performance metrics
- Coordinate and help resolve high priority and complex support issues for a high impact and demanding environment
- Monitor and manage the Service Desk and Level II team queues, participating in or leading escalation calls as needed
- Demonstrate a proactive approach in response to daily activities
- Alert leadership of situations that require immediate support or escalation
- Manage vendor relationships that support daily operational needs
- Liaise between multi-level teams
- Monitor and record activity/updates that pertain to given assignments
- Demonstrate a proactive approach in response to daily activities
- Create documentation and reports, as directed
- Answer ad hoc requests for information on short timeline
- Some schedule and on-call flexibility is required
Personnel shall possess the following requirements, skills, and attributes:
- Bachelor s Degree required
- Related past work experience in a customer facing technical support role
- Troubleshooting experience (Diagnosing, correcting, and escalating when necessary)
- Strong communication skills with the ability to work collaboratively as part of a team
- Ability to demonstrate effective problem-solving skills
- Refined verbal and written communication skills
- Master of multi-tasking
- Attention to detail, efficient with the ability to prioritize
- Ability to follow, evaluate and streamline processes as needed
- Experience with mobile devices preferred (phones, tablets, etc.)
- ServiceNow experience a plus