IT Operations Lead

OVERVIEW

The IT Operations Lead is responsible for assisting the Operations Management in maintenance, management and delivery of best-in-class technical and client support services. The Lead supports internal teams and external clients, resolving issues in person or with the support of the operations and development teams. The Lead's scope of responsibilities covers all personnel within the IT Operations team, workload management, incident management and prioritization of tasks within the production systems and clients. The Lead efficiently manages time and prioritizes and/or escalates technical issues for a prompt closure.

RESPONSIBILITIES

• Manages ticket queues and incident escalations.

• Performs daily prioritization tasks ensuring the right things are being worked on.

• Ensures the team are carrying out tasks such as daily monitoring of Engage’s ZenDesk ITSM and monitoring systems.

• Participates in the operationalization of the production environments.

• Logs and updates all ZenDesk support issues in a concise manner.

• Provides 1st line technical support, responding to support queries arising from all Engage clients and employees.

• Maintains a high degree of customer service when responding to support issues.

• Takes ownership of support issues and seeks closure while ensuring all relevant support procedures are followed to client satisfaction, Operational processes and Compliance.

• Maintains strong process alignment and adherence to reasonable process and procedure.

• Escalates complex incidents to the relevant internal or external support team.

• Maintains visibility of ticket queues and incident escalations from the Technical Operations team and other teams in the business.

• Provides monthly reporting of key support issues and trends identified in ZenDesk.

• Participates in an out of hours support schedule.

• Performs other related duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in Computer Science or Engineering or equivalent.

• Minimum 5 years of experience in Operations within a regulated environment.

• Demonstrated leadership and coaching skills to guide a team towards results.

• Demonstrated hands-on experience and a nuanced understanding of the challenges associated with delivery and operations.

• Previous 1st line support experience or equivalent.

• Experience with real-time monitoring of distributed systems.

• Good understanding of SOC2/PCI and other audit/compliance standards.

• Experience developing and maintaining policies, procedures, standards and guidelines.

• Sound understanding of contemporary development and operations practices, technologies, and methodologies.

• Excellent verbal and written communication skills, including the ability to communicate effectively at all levels of the organization.

• Strong analytical and problem-solving skills.

• Excellent time management, organizational, and multi-tasking skills.

We thank all applicants for their interest in Engage, however, only those selected for an interview will be contacted.

Engage is an equal opportunity employer committed to diversity in the workplace. In addition, Engage is committed to providing accommodations for people with disabilities during the recruitment and selection process. In the event you require any accommodations, please advise us in advance and we will work with you to meet your needs.

Values: Integrity/Teamwork/Diversity/Innovation/Courage