L2 Ops Support Contributor - HonorVet Technologies

Job Description
Client is seeking a highly skilled L2 Ops Support Contributor to join our team. The ideal candidate will be responsible for providing high-level technical and operational direction to the team to ensure service and support service levels are met. Candidate will be working in an intensive, customer focused, schedule driven environment and will have direct accountability for the technical correctness, timeliness and quality of all services performed.

The Work includes the following tasks:
Provide leadership, training coordination and operational effectiveness skills for a 24 x 7 support operation
Coordinate management of incident tickets, change tickets, maintenance and outage notifications, device provisioning and reporting amongst the Service Desk and several Level 2 teams
Ticket review and follow-up on incorrect/incomplete tickets
Escalation point for others (L2, users, supervisors, etc.)
Focus on continuous process improvement and customer satisfaction
Maintain knowledge of relevant technologies and standards
Monitor and improve Service Desk performance metrics
Coordinate and help resolve high priority and complex support issues for a high impact and demanding environment
Monitor and manage the Service Desk and Level II team queues, participating in or leading escalation calls as needed
Demonstrate a proactive approach in response to daily activities
Alert leadership of situations that require immediate support or escalation
Manage vendor relationships that support daily operational needs
Liaise between multi-level teams
Monitor and record activity/updates that pertain to given assignments
Demonstrate a proactive approach in response to daily activities
Create documentation and reports, as directed
Answer ad hoc requests for information on short timeline
Some schedule and on-call flexibility is required
 
Personnel shall possess the following requirements, skills, and attributes:
Bachelor's Degree required
Related past work experience in a customer facing technical support role
Troubleshooting experience (Diagnosing, correcting, and escalating when necessary)
Strong communication skills with the ability to work collaboratively as part of a team
Ability to demonstrate effective problem-solving skills
Refined verbal and written communication skills
Master of multi-tasking
Attention to detail, efficient with the ability to prioritize
Ability to follow, evaluate and streamline processes as needed
Experience with mobile devices preferred (phones, tablets, etc.)
ServiceNow experience a plus