Description
Operations Lead /IT Service Analyst-(Incidents, Systems, Networks)
Location: Olomouc, Czech Republic
Duration: 3 to 6 months + possible for extension
Job Description:
- Should have atleast 5 year + experience
- Able to interact with senior business users and act as Single point of contact for service and support issues for a particular site
- Able to understand either Systems or Networking and able to work with resolver group team to manage incidents and escalation
- Should understand the SLAs specific to these sites and assist in SLA adherence
- Line management of the operations team
- Monitor and review the Support processes
- Conduct review meetings with Business users
- Understand the Client's feedback and take corrective actions
- Provide performance feedback to the team
- Assist with training and identify training needs
- Mentor and assist new hires
- Monitors trouble ticket trends and other information relevant to resolving the issue
- Establish policies, procedures and best practices for delivering service