Networking Team Lead Job in Dallas 75230, Texas US
The role of the On Duty Operations Manager is to manage Major incidents at the behest of the Incident Manager from inception to resolution. They ensure that incidents are classified, prioritized and diagnosed correctly to expedite the course to resolution. They are the central point for immediate escalation to critical support personnel and management. The ODOM’s open and monitor teleconference bridge calls to engage all required technical staff to ensure everyone is engaged in collaborative communications to resolve the major incident and shorten the disruption to the business. This includes involving Problem, Change and Knowledge Management when needed and coordinating an emergency CAB for eCAB approval.
Job Requirements:
- Understand Queue Management
- Excellent verbal and written skills
- Ability to write technical manuals
- Ability to generate and maintain various types of statistical and non-statistical reports
- Excellent time-management skills
- Follow process and procedures as documented and communicated
- Work with other teams within IT to coordinate troubleshooting activity
- Work with other teams within IT to help streamline technical resolutions
- Ensure that ITIL based policies and procedures are followed
- Knowledge of trouble ticketing systems Peregrine Service Center/Remedy/Service-Now
- Knowledge of Incident Management policies
- Able to handle multiple tasks and demonstrate leadership
ITIL Foundations certified a plus
Education: BA/BS preferred but not required.
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