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The Supervisor is responsible for managing the day to day operations of the shift while leveraging, improving & implementing ITIL best practices. Duties will include; ensuring L1 and L2 engineers are staffed, ensuring all incidents, tickets, calls & alerts are addressed while maintaining high levels of customer satisfaction and Service Level Agreements. The Supervisor will also act as a single point of contact during any critical incident & also handle escalation management partnering with SAMs/PMs according to Standard Operating Procedures. In addition to supervising the level 1 and level 2 engineers, the Supervisor will lead daily shift change sessions & will also serve as the on-site single point of contact for the Ops Techs and any customer who wishes to escalate during that shift.
Key Areas of Responsibility
Other Required Qualifications