Job Description

-Ensure systems management responsibilities such as monitoring, backup, patching, security, change control are being performed and align with industry best practice -Monitor the Incident queue for tickets and follow up with staff on status and remove obstacles that may be preventing prompt resolution of incidents -Facilitate and Coordinate conversations and efforts involving diverse teams: system administration, database administration, networking, ITOC -Responsible for all hardware and software warranties -Act as the primary Incident Commander for major voice services incidents -Facilitate and coordinate the activities of the incident response through the ITOC technical audio bridge -Insure that the appropriate technical resources are engaged towards the resolution of the incident -Insure that established escalation are being followed in a timely manner -Coordinate with the Healthcare account team in order to provide timely incident status updates to the hospitals -Provide the IT Operations Center with escalation plans for all services with a 24x7 profile -Responsible for the Service Transition Plan from project phase to post deployment phase. Ensure that the deployed release and the resulting service meets customer expectations and that IT operations are in place and capable of supporting the new service. -Ensure that all equipment (hardware/software) has a valid support contract or is under warranty. -Develop strategic relationships with the Business Owners responsible for supported services to insure that operational tasks to sustain the service are given the appropriate priority by team members -Track the performance of operations by collecting and monitoring metrics and ensuring that performance aligns with defined business targets or SLAs. Observe trends that could inform opportunities for process improvement -Technical Leadership -Motivate and develop team collaboration opportunities and cultivate cross training of staff for the support incoming applications -Partner with other support organizations to ensure end-to-end app application functionality -Manage bench strength to ensure depth in various technologies (current and future); become an expert in some of these yourself -Work with SMEs to foster train-the-trainer methods for sharing knowledge to others in the team -Provide continuing training opportunities to develop and grow subject matter experts