The job duties are as follows:   

• Implementing moderately complex core business processes and assists in process improvement initiatives to enhance customer service. Identifies process matters of significance or enhancements and implements.
• Leading Incident Response during critical outages and ensuring proper notification to management and customer POCs.
• Evaluating employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
• Leading incident response during critical outages and ensuring proper notification to management and customer POCs.
• Preparing Daily Report on Incidents/Change/Problem tickets and SLA status
• Preparing summary report on all Major incidents occurring on shift
• Preparing Operations Center scheduling
• Must be able to communicate professionally with all levels of personnel from technicians to senior management.
• Strong time management, communication, interpersonal and presentation skills
• Strong troubleshooting and technical skills in networking and desktop support.
• Experience with enterprise management monitoring tools such as HP Openview, Solarwinds, or Splunk a plus.
• Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

Must HAVE A TS/SCI WITH POLY