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Technical Support Specialist
2 months ago
We are seeking a highly skilled Technical Support Analyst to join our team at NLB Services. As a Technical Support Analyst, you will be responsible for providing 7x24x365 coordination, notification, escalation, and resolution of all severe and potential high-impact technology issues impacting the normal operations for our clients and their IT environments.
Key Responsibilities:- Central point of contact to manage coordination, notification, and resolution of incidents and outages.
- Monitor and ensure the proper documented updates for all incidents, including incident problem description, categorization, resolution, and business/operational impact information.
- Liaison to the TCC Duty Manager, working as the focal point for all operational concerns by quickly engaging and escalating to the appropriate support teams.
- Maintain open and accurate communications with all Support Teams located on the TCC floor.
- Review RFC (Request for Change) reports provided by Change Management to ensure all changes with potential operational impact are reported to the OCC and Service Desk Leads.
- Provide primary facilitation duties during the daily Operational Briefing status calls.
- Monitor all OCC Briefings and initiate and coordinate Technical Bridge collaboration space to assist in resolving incident degradations and outages.
- Accurately address and work toward a quick resolution for all emails within the TCC and Incident Management mailboxes.
- Supportive Liaison between Support Groups on the TCC floor by providing proactive leadership and escalation support to quickly resolve incidents and outages.
- Assist escalation when needed to prevent incident degradation and/or outage.
- Keep Shift Briefings current and accurate throughout the shift and ensure that all information regarding the incident, including business operational impact, is constantly updated and communicated.
- Maintain updates to the TCC Ops video wall screens and assist with the Crisis Management Notification Process.
- Provide support for OCC and TCC Disaster Recovery Paging notification Procedures.
- Keep customers updated during outages and verify customers' recovery and normal operations after the impact has ended.
- Add configurations to CA Spectrum and UIM with monitoring tools and monitor and work to correct monitoring thresholds that create erroneous incidents.
- BS/BA, preferably in a technical, scientific, or communications field, or 6 or more years of experience managing operational incidents in an airline environment.
- Ability to communicate complex problems and plans in a poised, creative, and composed manner, while demonstrating a passion for delivering change.
- Experience and ability to engage and collaborate with clients' business management and leadership teams with an approach that results in greater value to and engagement with our business partners.
- Able to communicate and work effectively and collaboratively at all levels in our organization.
- Technical writing experience is a plus.
NLB Services is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, our services, programs, and activities.
