Merakey Jobs

This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6934018 Job Description

Summary

Responsible for supporting and directing the Managed Services Network Operations Center\'s day-to-day operations, core processes, and procedures. Accountable for workflow process management and escalation of service-affecting/related issues for all shifts; supports Managed Services (MS) customers, vendors, and related departments. Oversees technical operations team activities to ensure they deliver excellent service and meet contractual Service Level Agreements (SLAs).

Essential Duties and Responsibilities

• Provides daily direction to an IT team of remote staff.
• Works with management to ensure sufficient staffing across all business needs, including third parties.
• Manages full employee life cycle, scheduling, and personnel development.
• Provides audit documentation to relevant parties for audit-related activities.
• Ensures assignments of incidents, detections and requests, changes, and resolution within SLA requirements.
• Supports management with customer Quarterly Review reports for operational and Service Level Agreement (SLA) reporting.
• Updates existing knowledge base documentation and creates new knowledge base articles to assist with troubleshooting.
• Responds to escalation issues seven days a week for day and/or night shift.
• Participates in an on-call rotation for 24x7x365 support
• Assumes the role of Incident Manager for high-impact incidents that impact customer services offerings and drives those incidents to resolution.
• Leads shift turnover to ensure all priority incidents are communicated and discussed during hand-off to next shift.
• Coordinates and works cooperatively with external partners, internal IT staff, Service Desk, Professional Services groups, and engineers working remotely.
• Collaborates with others to brainstorm ideas and strategies to enhance customer experience.
• Reports all activities and observations to management and assists in finding a resolution to all outstanding issues.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization\'s values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical, and professional behaviors.
• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities

Supervises a remote technical team in Logicalis US\' Managed Services department. Carries out supervisory responsibilities in accordance with the organization\'s policies and applicable laws. Responsibilities include training employees, planning, assigning, and directing work, addressing complaints, and resolving problems.

Qualifications

To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications

Equivalent combination accepted.

Education:

• Associate\'s degree in a related field.

Experience / Technical Requirements

• 3 years\' experience in related areas managing or supervising technical staff, along with 5 years of hands-on IT experience.
• Extensive experience working in team-oriented collaborative environments; designing, implementing, and supporting large IT enviro ments and managing change control policies and procedures.
• Track record of establishing and improving service levels for infrastructure and service availability.
• Experience with remote support and communication in complex environments.
• Solid understanding of ITIL v4 processes.
• Familiar with customer relations and management
• Proficient use of Microsoft Office applications.

Certifications

• ITIL Foundation

Along with 2 of the following:

• Microsoft Certified Professional (MCP)
• Microsoft Certified IT Professional (MCITP)
• Red Hat Certified System Administrator (RHCSA)
• Linux Certified Administrator (LCA)
• Cisco Certified Network Associate (CCNA)
• CompTIA A+ / CompTIA Network+

Other Skills and Abilities

Demonstrated ability to manage and prioritize multiple problems and issues with minimal supervision; excellent time management skills.

Excellent architecture and technical support documentation skills.

Possesses anal