RESPONSIBILITIES Furnish technical support to internal and commercial customers through collaboration with various support teams. Provide technical, educational and professional leadership to my team members as well as cross-functional teams. Process Critical Global Issues in a timely fashion. Ability to multi-task 10-12 issues, prioritizing and re-prioritizing as necessary. Ensure the correct support teams are engaged and working to resolve the issue Communicate issue to End User Community; inform them of an ETU. Update Process and Procedure Database with new and valuable information for the HelpDesk Update On call support database with new names and numbers. Handle escalations that are out of criteria according to SLAs Research and gather information for Root Cause Analysis to prevent further critical situations that impact the End User Community on a Global Scale. Follow up on previous closed tickets for trend analysis. REQUIREMENTS Prior experience in a high paced FINANCIAL environment 5-7 years of Solaris/UNIX/Linux experience. Experience with Critical Situation Management Experience Root Cause Analysis: Incident vs. Problem Analysis Experience with Problem Management and Change Process controls and tools. Strong project management and organizational skills Excellent written and verbal communications Excellent listening and analytical skills Successful candidate remains calm under pressure, is team player and customer focused. Assertive, tenacious character, with a strong desire to see things through to completion fills the bill. *Bachelors Degree * This position supports the European Client and Developer base Thom Thom Guida
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Monday, December 14, 2009