Acting as senior agentrepresenting all operationalactivities.
Mentoring and providing oversight,coaching, and training to technical supportstaff.
Guiding team members withtroubleshooting technical issues.
Supportingthe specialists to manage, monitor, and tune overall serviceperformance, stability, andsecurity.
Contributing to all operationalactivities as needed.
Oversight and support ofall related service supplier and/or the point of contact when itcomes to technical escalations.
On-board newtechnical support team members.
Monitor serviceperformance and report on metrics.
Establishwork specifications and technicaldirection.
Actively work with the Build and Service Excellence teams to stay informed on service improvementopportunities, regulations, trends, emerging technologies, and bestpractices.
Participate in a follow the sunmodel to ensure global support.
Participate andcollaborate in implementing redundant systems, policies, andprocedures for business continuity.
Participateand collaborate in implementing new requirements and/or newservices.
Participate and coordinate the workassociated to preventive maintenance.
Abilityto provide on-call support and extended working hours when calledon and willingness to accept periodicrotation
