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Incident Management Tier 3 Lead

Job Description




General Summary: The Incident Management Tier 3 Lead is responsible for the day-to-day operational leadership of the Incident Management Tier 3 team. Duties include those shared with the members of the Incident Management Tier 3 team as well as participation in the management of the team.


Responsibilities: The Incident Management Tier 3 Lead is responsible for the same day-to-day support as the Incident Management Tier 3 Analysts including management of Severity 1 and 2 outages, Root Cause Analysis, and post-outage impact evaluation. In addition, the Lead is responsible for managing the team as it relates to scheduling and attendance, performance appraisals, operational leadership and hiring and firing decisions (in conjunction with the Manager of the Incident Management Tier 3 team).




Job Requirements



Direction of Others: This position will manage the day-to-day operational aspects of the Incident Management Tier 3 team.


Job Criteria


 Education: Bachelor’s degree or equivalent work experience.


 Experience: A minimum of 5 years of Call Center experience, 2 of which must be in Information Technology. 1 year of experience with the Incident Management Tier 3 team preferred.


 Key Competencies


   Technical Competencies: A candidate must have a working knowledge and understanding of all technologies used in a Call Center environment including telecommunications, networking, system and desktop support.


   Skills/Competencies: The candidate should have strong written and verbal communication skills. They must be able to manage and motivate a team of IT Support resources and work to provide continual improvement in the day-to-day operation of the team. The Lead will have a strong understanding of IT Support processes and procedures.


 




Job Snapshot

Location US-UT-Work From Home
Employment Type Full-Time Employee
Pay Type Year
Pay Rate $60,000.00 - $65,000.00 /Year
Store Type Information Technology
Other Compensation: 0
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Company Overview

Teleperformance - Niche

Teleperformance looks forward to hiring qualified applicants and we want all applicants to know the following: It has come to our attention that certain unscrupulous people are impersonating Teleperformance Recruiters. Teleperformance DOES NOT require an application fee, equipment fee, or any money, in order to apply for a job or become an employee of the company. Also, please note that any official eMail correspondence from Teleperformance Recruiters will ALWAYS come from a Teleperformance.com address. We DO NOT use personal eMail addresses to send official correspondence. Learn More

Contact Information

US-UT-Work From Home
Snapshot
Teleperformance - Niche
Company:
US-UT-Work From Home
Location:
Full-Time Employee
Employment Type:
Year
Pay Type:
$60,000.00 - $65,000.00 /Year
Pay Rate:
Information Technology
Store Type:

Job Description




General Summary: The Incident Management Tier 3 Lead is responsible for the day-to-day operational leadership of the Incident Management Tier 3 team. Duties include those shared with the members of the Incident Management Tier 3 team as well as participation in the management of the team.


Responsibilities: The Incident Management Tier 3 Lead is responsible for the same day-to-day support as the Incident Management Tier 3 Analysts including management of Severity 1 and 2 outages, Root Cause Analysis, and post-outage impact evaluation. In addition, the Lead is responsible for managing the team as it relates to scheduling and attendance, performance appraisals, operational leadership and hiring and firing decisions (in conjunction with the Manager of the Incident Management Tier 3 team).




Job Requirements



Direction of Others: This position will manage the day-to-day operational aspects of the Incident Management Tier 3 team.


Job Criteria


 Education: Bachelor’s degree or equivalent work experience.


 Experience: A minimum of 5 years of Call Center experience, 2 of which must be in Information Technology. 1 year of experience with the Incident Management Tier 3 team preferred.


 Key Competencies


   Technical Competencies: A candidate must have a working knowledge and understanding of all technologies used in a Call Center environment including telecommunications, networking, system and desktop support.


   Skills/Competencies: The candidate should have strong written and verbal communication skills. They must be able to manage and motivate a team of IT Support resources and work to provide continual improvement in the day-to-day operation of the team. The Lead will have a strong understanding of IT Support processes and procedures.


 




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