Key responsibilities will include:
• Own the overall support process & ownership of Support Queues
• Serve as the “go-to” person for internal customers, providing the first line of “defense” for all support items
• Prioritize and track issues, leading meetings with cross-functional teams to review all outstanding issues and provide updates
• Work with various sources to triage reported issues
• Coordinate with a multitude of engineering teams to drive issue resolution, ability to translate complex problems and updates into clear and concise updates to various stakeholders, and lead COEs (correction of errors) when necessary
• Review and resolve all reported issues within identified SLA’s
• Complete trending analysis and Escalate issues impacting the business to Leadership
• Manages reporting for Issue Management to ensure metrics are achieved
• Weekend On Call Support once a Month
• Improve support processes continuously from learnings
Job details are sourced from the employer's original posting.
Open job postingAbout the company
DURATION | APROXIMATE TIME INVESTED (e.g. 3 to 4 months|aprox 50% - 20hrs/wk) Brief Description 1. PURPOSE/SCOPE of project/assignment context A short description of the project or challenge that needs to be solved - what we work with and why we need support? (e.g. To ensure fully ready rocket for space launch to Mars by August 1st, we need full historical data validated and updated in the system for use by pilots, including data usability testing) 2. KEY DELIVERABLES Wha aborative work that requires facilitation etc.) (e.g. Advanced data analytics, RocketX system senior user capabilities, Proven remote facilitation capabilities ) 4. LOGISTICS - Start date, end date - Time invested and specifics (e.g. aprox 20 hours/wk, full Monday a must due to team meeting) - Location/timezone of project team 5. KEY PEOPLE - Project/Assignment leader - Key stakeholders