Incident Management Tier 3 Lead in Work From Home at Teleperformance US

Date Posted: 9/12/2020

Job Snapshot

Job Description

General Summary: The Incident Management Tier 3 Lead is responsible for the day-to-day operational leadership of the Incident Management Tier 3 team. Duties include those shared with the members of the Incident Management Tier 3 team as well as participation in the management of the team.

Responsibilities: The Incident Management Tier 3 Lead is responsible for the same day-to-day support as the Incident Management Tier 3 Analysts including management of Severity 1 and 2 outages, Root Cause Analysis, and post-outage impact evaluation. In addition, the Lead is responsible for managing the team as it relates to scheduling and attendance, performance appraisals, operational leadership and hiring and firing decisions (in conjunction with the Manager of the Incident Management Tier 3 team).

Job Requirements

Direction of Others: This position will manage the day-to-day operational aspects of the Incident Management Tier 3 team.

Job Criteria

 Education: Bachelor’s degree or equivalent work experience.

 Experience: A minimum of 5 years of Call Center experience, 2 of which must be in Information Technology. 1 year of experience with the Incident Management Tier 3 team preferred.

 Key Competencies

   Technical Competencies: A candidate must have a working knowledge and understanding of all technologies used in a Call Center environment including telecommunications, networking, system and desktop support.

   Skills/Competencies: The candidate should have strong written and verbal communication skills. They must be able to manage and motivate a team of IT Support resources and work to provide continual improvement in the day-to-day operation of the team. The Lead will have a strong understanding of IT Support processes and procedures.

 

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