Associate Tech Specialist
Keylent Inc
Associate Tech SpecialistLocation: Warren, MAInteract with and support peers and team members at other locations in providing overall support for the service delivery.Provide leadership in IT major incidents impacting business critical sites, applications and services. Leverage technical expertise to convene appropriate participants (resolvers) and to direct Major Incident response, with focus on service restoration.Produce accurate and timely communications tailored to relevant audience (Senior Leaders, Stakeholders, Business and End Users).Provide escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus.Identify and lead continuous improvement activities in Command Centre Incident Resolution Team.Ensure compliance with regulatory, national, corporate and divisional laws, policies, rules and procedures.QualificationsOverall 5-10 years of experience with a minimum of 5 years of experience in Incident/Problem managementExcellent communication skills, strong interpersonal and teamwork skillsGood understanding of production IT environment and IT operations and ITSM frameworkExperience in a technical support field: network, server, storageAbility to work with global teams; team lead experience
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