Tier III Deputy

ASM Research

2d

About The Position

The Tier III Deputy  will be responsible for maintaining and implementing the
Tier III support structure and ticket resolution processes.  They will engage in
ticket reviews, minor troubleshooting, and ticket assignments, and be
responsible for providing status updates regarding current ticket load and
resolution metrics.  They will also be responsible for organizing trackers and
work for Tier III related documentation, such as Standard Operating Procedures
and Knowledge Base Articles.  With a constant eye for improvement, they will
participate in process improvement sessions to streamline team procedures and
enhance system functionality for better end customer experience.

Leads problem analysis and resolution meetings to identify and prevent
recurring incidents and develop a plan to implement the resolution as
appropriate.
Oversees process improvement efforts and reports on the status of
enhancements.
Responsible for the prevention of recurring incidents by determining root
cause and driving implementation of corrective actions.
Leads the Problem Management process, training and advising users on process,
and mentoring first-level associates.
Operates with appreciable latitude in developing methodology and presenting
solutions to problems.
Delivers results of the problem investigation to stakeholders.
Monitors and supports incident management in production, development, and
test environments.
Responsible for managing the life cycle of all problems and for the
end-to-end management of problem investigations by facilitating root cause
investigations and progressing the implementation of corrective and
preventive measures.
Creates, maintains, and ensures compliance with problem management
guidelines, procedures, policies, and end-to-end processes.
Creates, updates and maintains end-user documentation.
Works with other infrastructure teams to help with internal documentation and
process enhancement ensuring that all groups are working at an optimum level
in terms of major incident and problem management.
Develops and populates Knowledge Management Database with known
troubleshooting procedures. Develops Known Errors and "lessons learned" on
all escalated incidents.
Identifies vulnerabilities and opportunities for improvement, as well as
maintains metrics to help develop analysis that will drive improvement in all
areas of program operations.
Serves as an escalation point between client/business area and internal
management for the resolution of moderately complex unresolved problems,
complaints and service requests.
Creates necessary dashboards/reports to show progress/performance metrics.
Creates, tracks, and documents incident tickets and records data in data
management system.

Requirements

• Bachelor’s Degree in Business/Information Systems or related field preferred or equivalent relevant experience.
• 5-10 years industry experience in Incident Management and/or Problem Management
• An advanced understanding problem management best practices.
• Expertise in supporting/working within an ITIL structured environment especially in problem management.
• Demonstrates ability to manage multiple assignments and prioritize work in a timely manner.
• Excellent technical writing skills.
• Must be a team player who is comfortable communicating with team members, managers, and client/customer.
• A self-starter who is capable of working independently and as a team on assigned tasks.
• Extensive experience with fault and performance monitoring and reporting tools.
• Must possess flexibility in a frequently changing environment.
• Strong oral and written communication skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand.
• Strong analytical skills to lead the resolution process for complex problems requiring in-depth evaluation.
• Proven ability to communicate complex technology solutions across to technical and non-technical audiences, as well as management and executive leadership.
• Ability to use data mining, validation, and aggregation as well as testing and explaining results.
• Highly skilled in the implementation, integration, testing, and support of distributed applications.
• Demonstrated ability to quickly understand complex systems.

Nice To Haves

• ITIL Certification and/or Problem Management Certification preferred.

Responsibilities

• Maintaining and implementing the Tier III support structure and ticket resolution processes.
• Engaging in ticket reviews, minor troubleshooting, and ticket assignments
• Providing status updates regarding current ticket load and resolution metrics.
• Organizing trackers and work for Tier III related documentation, such as Standard Operating Procedures and Knowledge Base Articles.
• Participating in process improvement sessions to streamline team procedures and enhance system functionality for better end customer experience.
• Leads problem analysis and resolution meetings to identify and prevent recurring incidents and develop a plan to implement the resolution as appropriate.
• Oversees process improvement efforts and reports on the status of enhancements.
• Responsible for the prevention of recurring incidents by determining root cause and driving implementation of corrective actions.
• Leads the Problem Management process, training and advising users on process, and mentoring first-level associates.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Delivers results of the problem investigation to stakeholders.
• Monitors and supports incident management in production, development, and test environments.
• Responsible for managing the life cycle of all problems and for the end-to-end management of problem investigations by facilitating root cause investigations and progressing the implementation of corrective and preventive measures.
• Creates, maintains, and ensures compliance with problem management guidelines, procedures, policies, and end-to-end processes.
• Creates, updates and maintains end-user documentation.
• Works with other infrastructure teams to help with internal documentation and process enhancement ensuring that all groups are working at an optimum level in terms of major incident and problem management.
• Develops and populates Knowledge Management Database with known troubleshooting procedures. Develops Known Errors and "lessons learned" on all escalated incidents.
• Identifies vulnerabilities and opportunities for improvement, as well as maintains metrics to help develop analysis that will drive improvement in all areas of program operations.
• Serves as an escalation point between client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests.
• Creates necessary dashboards/reports to show progress/performance metrics.
• Creates, tracks, and documents incident tickets and records data in data management system.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level