- Monitor, report and train personnel on contractual performance standards and trouble ticket lifecycle management for a 24/7 Operations Center.
- Collaborate with the network operations team and the other internal/external functional areas to ensure functional processes and procedures are monitored and adhered to.
- Ensure efficiency by analyzing and identifying areas of improvement and then developing process changes that enable the team to attain integrated outcomes that are effective.
- Identify and mitigate risks by reporting issues that may impact contractual compliance directly to operations team leadership.
- Enforce business practices by ensuring ticket queues are monitored, updated, and analyzed to validate that the next actions are clear and concise to ensure contract performance goals are met.
- Receive ad-hoc requests from multiple entities and provide timely responses back to requestor.
- Utilize report data to identify and correct non-compliant actions.
- Review and validate tickets are following published processes to include templates, notifications, and updating timelines.
- Support new hire orientation and provide training support to all team members or contractual requirements.
BASIC QUALIFICATIONS:
- High school diploma or equivalent and 3-5 years of relevant experience.
- Currently possess an active Secret security clearance.
REQUIRED SKILLS:
- Moderate understanding of IT ticketing processes and applications.
- Moderate understanding of Data Analytics.
PREFERRED QUALIFICATIONS:
If you want to apply for this job, please contact us or send an email to HR@rmantras.com.
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