Team Lead

What you'll be doing: Work closely with the team operations manager to assist with incident management, change management, operational reporting. Act as a focal point for high impact, large account problem resolution. Work on complex problems where analysis of situations requires in-depth evaluation of factors. Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction. Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer. Receive minimal supervision, no instruction on routine work, and general instruction on new assignments. Perform ad hoc analyses and tasks as assigned. Provide guidance and leadership to less experienced engineers. May require some travel to customer locations in this role.

What your background should be: Experience with developing and presenting customer consumable reports on operational performance and efficiency. Demonstrated drive for continuous learning, results-orientation, and teamwork. Firm understanding of ITIL process guidelines, with specific focus on incident, problem, and change management. Ability to drive change through innovation & process improvement. Ability to manage projects and drive action items with customers and cross-functional peers. Proven crisis management skills.

Who is the client company: This is an American multinational technology company.; If you are interested in this position, send your resume to apply@kochdavis.com