QAD Techno-Functional - Milwaukee, United States - Diverse Lynx

Diverse Lynx Milwaukee, United States

3 weeks ago

Description

Job Title QAD Techno Functional Relevant Experience
(in Yrs) 10+ years relevant experience Technical/Functional Skills

Strong knowledge of IT service management processes and tools.
Experience working with Incident, Service Request and Problem Management systems such as ZenDesk, JIRA or Service Now
Excellent managerial skills and ability to effectively collaborate with team members.
Self-driven with strong problem solving, analytical, and time management skills
Outstanding written and verbal communications skills in English and the ability to express complex issues concisely to multiple audience levels
bility to work in a high pressure, fast paced environment

Experience Required 10+ years relevant experience Roles & Responsibilities

Lead and manage a team of Customer Support resources performing Incident, Service Request and Problem Management activities
Coordinate between various support resources to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem resolution tasks to prevent recurrence
Prioritize incidents, service requests and problems according to their urgency and impact on the business
Escalate to appropriate parties by functional area as needed for information and rapid mitigation
Ensure that the appropriate resources are engaged to investigate, identify, and resolve the root cause of a problem
Create RCA (Root Cause Analysis) and associated documents that identify and track problems through the lifecycle to resolution
Ensure the team resolves all incidents, service requests and problems as fast as possible (at least according to agreed service levels) and monitor the effectiveness of the implemented solution
Maintain information about incidents, service requests and problems along with the appropriate workarounds and resolutions including automation
Responsible for both reactive and proactive incident and problem management
Define, maintain, and improve the incident, service request and problem management process along with related procedures and tools
Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of incident, service request and problem management process and tools
Communicate to stakeholders at all levels as required through to the resolution of the incident, service request or problem
Present RCA and remediation plans to Leadership Team and other Executive stakeholders
Define, implement, and track KPI (Key Performance Indicators) to gauge overall performance of the Problem & Incident Management team

Generic Managerial Skills

Lead and manage a team of Customer Support resources performing Incident, Service Request and Problem Management activities
Coordinate between various support resources to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem resolution tasks to prevent recurrence

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.

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