Postet i: Administrative og supportservices i New Mexico | Sendt: |
Job Description
The purpose of this job is to use in-depth knowledge and experience to lead the day-to-day functions of a Level 2 information technology (IT) support team and to increase the effectiveness and efficiency of the incident and problem management process.
Develop and maintain an effective, comprehensive service process that includes supporting policies, controls, metrics, procedures, and training for teams to address crisis management (e.g., service disruptions, outages)
Direct the Level 2 team to create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem management process
Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 teams
Establish, manage, and adhere to service level agreements (SLAs) with internal business partners and third parties
Lead oversight of third-party vendors’ work to ensure vendors fulfill contractual commitments and statements of work
Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams
Coach and mentor support team members towards productivity and effectiveness
Serve as a subject matter expert and maintain your own knowledge of current industry trends and developing technologies
Understanding of REST and SOAP APIs
Understanding and/or experience in Mobile Applications.
Understanding of MuleSoft Product
Experience using Anypoint Platform – API Manager, Runtime Manager, Exchange etc