TEAM LEADER, Server and Service Management (SSM) – (86449)

– Ensuring resource allocation on 24X7 shifts
– Making sure KPI’s are achieved, team fully utilized, team gaps reported and actions to close these knowledge/process gaps taken 
– Monitor escalations and ticket queue for trend analysis, identify and track issues
– Act as a technical escalation point of contact for Service Desk Tier1
– Coach engineers as necessary to bring ticket documentation and technical skills up
– Conduct one-on-ones with all direct reports to review skills and performance progress 
– Monitor the use and efficiency of support teams
– Communicate regularly with Service Managers to monitor customer satisfaction
– Identify inefficient operational practices and offer solutions to remedy inefficiencies

– Overall understanding and knowledge of servers (UNIX/Windows), hardware, network, applications and services
– Experience in a leading a team in the IT field is advantage
– Advanced organizational and time management skills
– Understanding of ITIL processes 
– Advanced customer service skills (previous experiences in communication with customer is required)
– Excellent technical documentation skills – is good asset but not necessary

– Opportunity to cooperate with Verizon, one of the largest global Telco providers in the world
– Full time employment
– Multicultural, challenging and friendly environment
– Daily use of languages
– Extensive training and further career development ¨
– Other employee benefits

Fri, 09 Feb 2018 14:04:51 +0000

Czech Republic Moravian-Silesian Region

18.000 € – 24.000 € gross / year
Information Technology
Language/ English

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