Job Description : Key Responsibilities
Ensure that all requests are moving through the queues and are being delivered to the published ASD SLA commitments.
Manage all tickets associated with the server build process : SM9, DW100, TO300, etc.
Drive all issues to closure within a reasonable period of time.
Facilitate troubleshooting calls with other teams as needed.
Manage and support all escalations related to your requests.
Be prepared to work extra hours as needed to deliver requests on time
Exercise independent judgment within defined practices and procedures to determine appropriate action
Achieve goals with minimal supervision.
Maintain regular communication with the requestor regarding request status and any issues that are being worked.
Coordinate with all involved teams to resolve issues and ensure there are no surprises.
Manage and facilitate virtual rooms and conference lines for build activities and when escalations or troubleshooting are required.
Education and Experience Required :
Candidates must have at least a Bachelor's / College Degree in Computer Science, Computer Engineering, Electrical Engineering, Management, Management Information Systems or equivalent experience.
Knowledge and Skills Required :
Basic to Intermediate Project Management Experience
Good understanding of Project Management principles
Basic Server or Data Center Technical Knowledge or experience (OS, Network, IP, Firewall etc.)
Able to work on projects of moderate complexity
Able to independently find solutions to common issues
Excellent written and verbal communication skills.
ITIL Foundations Certified (preferred but not required)
Able to clearly present and explain ideas to internal and external teams.
Technical understanding of server builds and decommissions.
Ability to work within the process and enforce that process.
Calm under pressure when dealing with issues and tight deadlines.
Assertive and Comfortable dealing with politically sensitive situations.
Proven Escalation Management experience