Operations Account Lead Azaleos
THIS JOB HAS EXPIRED Job Summary:
The Operations Account Lead will be responsible for business requirements and design of Active Directory, Exchange, SharePoint and OCS architectures to include site topology, front-end and back-end server configuration, Microsoft server clustering, mobility services, along with conferencing and collaboration services. Role is also responsible for acting as the primary client liaison for all technical requests, projects, and strategic initiatives, delegating tasks to other team members and NOC as appropriate. Additional responsibilities include reporting on assigned client accounts, as well as routine contact with appropriate IT personnel within the client?s organization. As needed, individual will act as expert level resource on reported incidents in the client environment including mentoring and training of NOC staff.
Essential Duties and Responsibilities:
Maintains technical overview of client environment. This includes (but is not limited to) routine conference calls and incident / problem tracking, and ensuring junior engineers maintain delegated tasks in kind. Research problem information to proactively identify trends and potential sources of new problems while preventing the replication of issues within the
environment. Act as SME for escalated issues and questions from NOC and Ops team
Through continuous review, ensures all open incidents for assigned clients are being worked to resolution; escalates any aged issues to management as needed. Adherence and reporting on Customer Service Level Agreements (SLA) and Customer Covenants. 20%
Primary driver for development and delivery of project / OAI activity in client environments, ensuring resourcing and product management needs are met via delegation and guidance of peers, other Operations Engineers and NOC. 20%
Functions as the highest level point of contact in receiving client requests for resolution. Takes ownership of call and employs established automated and manual processes to ensure a complete, expedient and high quality resolution to client service requests. 15%
Perform monthly reporting for each assigned client. 10%
Provides technical and procedural support to NOC and OPS team members via request or by initiating consultation in high volume situations. Research and documentation on major incidents and problems, developing complete documentation on impact and root cause of issues 5%
Assists in onboarding new clients as assigned.
||Charlotte, NC |
THIS JOB HAS EXPIRED