Management SLA ESCALATE Training Data Analyse Efforts 3rd Party Applications On The   Requirement id 99863 Job title Team Lead Job location in Peoria, IL Skills required Incident Response Software, Management, Project ,Management Experience, SLA ESCALATE Training Data Analyse Effor Open Date 05-Nov-2019 Close Date Job type Contract to Hire Duration 12 Months Compensation DOE Status requirement --- Job interview type Face to Face interview    Email Recruiter: coolsoft Job Description Team Lead: Incident Response Software, Management, Project ,Management Experience, SLA ESCALATE Training Data Analyse Effor Candidate must be our W2 Employee Candidates RTR form should be only on the name of APEX Systems Job Description : *Design, prepare and conduct training relating to Incident and Problem Management Oversee and report on the day to day operational service delivery against SLAs, drive service improvements, interface with key cross functional support teams and ensure that the team is best placed to continually deliver in a dynamic and fast-evolving environment. Monitors the resolution of Incidents in a proper and timely manner and adhere to objectives set forth in Service Level Agreements. Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis . Ensures Incident/Service Request are properly detailed, categorized and prioritized. Associate Incidents with other records (i.e. Incidents, Changes, Problem Knowledge Articles, Known Errors, etc.) Document troubleshooting steps and service restoration details, train Tier 1 where possible to resolve issues at entry level. Verify resolution with end-users and resolve assigned Incidents. Escalate unresolved Incidents to Tier 3. Develop and maintain a “Follow the Sun” support strategy Line management, recruitment, staff development, and resource forecasting. Recruit the Application and API Tier 2 Support team - Drive the Support Services staff management process including interviews, hires, terminations, reviews, and performance evaluations Education Requirements: *Bachelors in Computer Science preferred, 4 year degree required. Technical Skills *• Experience with change management, continuous improvement initiatives, ITIL, and/or project management • Manage people effectively to adhere to SLAs • Good escalation management skills • Data analysis and support metrics • Experience managing 3rd party integrations • Translating complex technical concepts into everyday language • Familiarity with Support products such as ServiceNow, Confluence Soft Skills *Self-motivated and highly professional with ability to lead and take ownership and responsibility • Strong customer service and support focus with a desire to deliver a high quality service • Ability to multi-task, work under pressure and to tight deadlines • A desire to learn and improve skills and knowledge • Fast learner, energetic and enthusiastic • Adaptable and flexible to business demands   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 99863 while calling.   Other jobs in IL: Chicago (77), Deerfield (7), Des Plaines (2), Downers Grove (7), Downtown Chicago (5), DT Chicago (2), Elk Grove (3), Elk Grove Village (24), Elkgrove Village (1), Evanston (1), Lake Forest (1), Lincolnshire (4), Northbrook (3), Oak Brook (5), Oakbrook (1), Oakbrook Terrace (5), Round Lake (3), Schaumburg (4), South Barrington (1), Springfield (2), Vernon Hills (6), Warrenville (7),    Incident Response Software job openings in other states Jobs List SECURITY ANALYST (INTERMEDIATE) - 10381-1 Create date: 13-May-2022 start date:6/14/2022 submission deadline:5/20/2022 client info :Department of Health and Human Services Note: * INTERVIEW PROCESS (phone, video or in-person, how many rounds of i/vs, etc)? * In-person or video for initial interview. Phone may be used for secondary interview(s) .... (This job is for - job Jobs in SC Columbia Analyst - (in Columbia, SC)) Incident Response 1.2 - J-11-254-888 Create date: 23-Aug-2017 Start Date : 08/21/2017 End Date : 04/30/2018 Submission Dead Line : 08/29/2017 Description : SENIOR-LEVEL INCIDENT RESPONSE/ HANDLER Experis IT is partnering with an internationally recognized non-profit whose mission is to solve world hunger and poverty and is looking for a Senior-Level .... (This job is for - COTS Jobs in DC WASHINGTON Developer - (in Washington, DC))     (Team Lead: Incident Response Software, Management, Project ,Management Experience, SLA ESCALATE Training Data Analyse Effor in Peoria, IL)

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