Job Description
Role and Responsibilities:
nOwn and resolve all technical escalations within the IT team that are unable to be solved by less experienced team members
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- Conduct in-depth root case analysis for major incidents and outagesn
- Identify gaps in processes and procedures as part of the RCA process and implement solutions to close those gapsn
- Collaborate with project teams and stakeholders to ensure a seamless integration of new technologies and systemsn
- Provide insights from a user support perspective during the planning and implementation of IT projectsn
- Evaluate new technologies and solutions that align with IT goals and directivesn
- Provide leadership within the IT Support team, guiding and mentoring junior staff membersn
- Stay current with industry trends, emerging technologies, and best practices in IT Supportn
- Pursue relevant certifications and training to maintain a high level of expertisen

nJob Requirement:
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- 12+ years of experience in an IT-related role or fieldn
- Bachelors degree in Computer Science,



Information Technology, or related field or equivalent work experiencen
- Ability to quickly and accurately resolve advanced, complex issues while maintaining composure and focusn
- Ability to lead large cross-functional projects with various stakeholders across the organizationn
- Ability to identify and implement process improvements independentlyn
- Maintain ownership and skills in all IT core business areasn
- Teamwork skills with a problem-solving attitude and willing to take a variety of approachesn
- Excellent analytical and time management skills, with a proven ability to deliver value independentlyn
- Ability to demonstrate transparent & confident communication skills both written and verbaln
- Ability to handle multiple requests / projects simultaneously and prioritizen
- Ability to deal with problems and technical issues in a friendly, calm and reassuring manner for customersn
- Provide onsite Sup

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