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Atlanta

    Principal Team Leader, IT Problem Management - Atlanta, United States - Chick-fil-A

    Chick-fil-A
    Chick-fil-A Atlanta, United States

    2 weeks ago

    Chick-fil-A background
    Description

    Responsibilities

    Relationship management responsibilities include:

  • Serves as a point of escalation for DTT managers
  • Serves as a point of contact during critical outages
  • Requests feedback from DTT business analysts on the performance of the team.
  • Partner closely with other escalated support team leaders

    • Performance management responsibilities include:

  • Provides training and coaching on troubleshooting, root cause analysis, and data analysis skills.
  • Provides regular feedback to each Application Support & Problem Management (ASPM) team member.
  • Helps ASPM team members grow their influence in DTT.

    • Process management responsibilities include:

  • Team is fully knowledgeable of DTT's new product releases or enhancements and ensuring that all HELP analysts are trained and ready to field calls before rollout.
  • Team is able to resolve incidents or recreate the issues and escalate to the appropriate groups in a timely manner.
  • Team updates knowledge articles for content and accuracy to be used by analysts and Operators.
  • Team partners with DTT to conduct root cause analysis on Problem tickets and provides feedback to DTT business analysts resulting in a decrease in problems at the restaurant.
  • Team provides trends and reports that identifies issues that need to be addressed by DTT.
  • Team constantly improves processes for greater efficiency and effectiveness.
  • Team provides tools including automation for themselves and other analysts across HELP.

    • Minimum Qualifications

  • Bachelor's degree
  • 5+ years of demonstrative effectiveness in managing teams

    • Preferred Qualifications

  • Master's degree
  • 7+ years of demonstrative effectiveness in managing teams
  • Customer service, problem management experience, project management experience
  • Contact center experience
  • Lean Six Sigma Green Belt or higher, ITIL certifications
  • Strong written and verbal communication skills
  • Ability to effectively influence
  • Excellent interpersonal skills
  • Ability to work independently with minimal supervision
  • Strong analytical and problem-solving skills
  • Effective critical thinking skills
  • Servant spirit with a strong sense of stewardship

    • Minimum Years of Experience

    5

    Travel Requirements

    10%

    Required Level of Education

    Bachelor's Degree

    Preferred Level of Education

    Master's Degree
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