Technical Support Lead

Job Description

Job responsibilities Perform root cause analysis (RCA) on major impacting incidents, as well as standard incidents with potential for impact, ensuring root cause and tactical/strategic actions are identified. Coordinate, convene, and facilitate major problem review meetings across the North America region, and other regions where needed. Proactively analyze and define problem areas, developing strategic efforts across all levels of priority/severity. Apply RCA lessons learned across the technology environment. Partner with business resources and develop actions to eliminate recurrence on business-owned incidents. Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently. Ensure the problem records are accurate and progress through the Problem Management process in a timely and prioritized fashion. Manage and maintain information in the ServiceNow tool and other artifacts as necessary. Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives in an agile approach. Drive continuous improvement initiatives and implement best practices in Problem Management. Required qualifications, capabilities, and skills 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Experience managing Root Cause Analysis (RCA) in a system of record such as Service Now. Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills. Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering. Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control. Ability to influence and lead technical conversations with various application support groups that include technical leaders, IT professionals, developers, and architects. Continuously track progress to ensure deliverables within prescribed timelines until full problem closure. Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support. Understanding of observability and monitoring tools and techniques. Excellent communication, technical writing, presentation, and relationship management skills.