Technical Services Manager

The Level 3 team is an elevated support layer delivering the best-in-class technology support and responsible for Outage Management, Problem management and incident escalations. Individuals will be providing customer facing technical support to investigate more complex incidents and facilitate resources to resolve critical outages and restoring operational services. Excellent communication skills and strong in-depth technical experience with knowledge of IT products and services is crucial for this role.

Responsibilities

Manage the resolution of incidents related to outages or major disruptions to services where a coordinated effort is needed to achieve timely resolutionLead the post-resolution analysis of outages to identify their root cause and oversee the activities needed to address them permanentlyManage the resolution of complex incidents escalated from the Technical Support Level 2 and other resolver teamsCreate and publish knowledge articles to assist teams during incident resolutionIdentify opportunities to improve service delivery and communicate with technology teams to implement

Excellent organizational skills with the ability to prioritizeAbility to work in a fast-moving environment, multi-task and adapt to changes quicklyStrong analytical/problem solving skillsTroubleshooting and configuration skillsIn-depth knowledge of hardware and softwareUnderstanding of new systems and technologiesTechnical know how of IT products and servicesExcellent communication and customer service skills5+ years' experience in providing technical support.