Job Type

Full-time

Description

Oversee and facilitate the efficient execution and escalation of service requests and incidents across departments, ensuring timely resolution and alignment with organizational objectives. This position plays a critical role in facilitating clear communication between internal teams and business units. The individual will establish strong relationships with internal customers, ensure alignment on priorities, and lead cross-functional collaboration across remote teams.

• Coordinate internal resources and third parties/vendors for the flawless execution of tasks, related tickets and projects.
• Manage IT Operations weekly ticket iterations utilizing Jira Service Management Software within Agile SCRUM methodology; manage backlog queue, escalation and priority.
• Ensure that all elements are delivered on-time and within SLA timeframes.
• Responsible to manage tickets and related projects from concept to delivery; identify gaps and ensure fluent end-to-end process.
• Help define goals and deliverables that align with Company objectives.
• Monitor, analyze and report on tickets progress, problems and solutions; create and present to stakeholders reports on statistics, volume, trends and progress.
• Coordinate with internal customers to establish priorities.
• Effectively communicate business priorities to the development team; handle post-delivery validation of business related tickets.
• Support and direct team within various segments of the organization.
• Establish and maintain relationships with internal customers and ensure communication on any major issues and resolutions.
• Create and maintain comprehensive documentation; document training materials where needed.
• Implement processes to manage change when necessary to meet desired outputs; continuously assess business operation needs; refine policy, procedures and documentation as needed.
• Evaluate and assess result of ticket resolutions, share knowledge with IT OPS Team and build knowledge base.
• Performs and participates in the analysis, design and implementation of business and systems processes and procedures following appropriate standards.
• Evaluate, assess and analyze the data necessary to provide solutions to the clients particular business/technical needs.
• Work closely and in collaboration with teams in remote locations to support clients needs.
• Attend conferences and training as required to maintain proficiency
• Perform other related duties as assigned.