What's The Role?
This role will be the owner of all cases opened associated to a certain application / platform / technology for providing Technical, Policy, and Procedural guidance to team members working on the IT Ops Support team.
What You ll Do
Oversee team as they provide complex responsive support to customers and complete all daily tasks and projects as requested, on-time, and with attention to detail and quality.
Work closely and collaboratively with resources across different regions to effectively manage the support operation.
Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis.
Proactively monitor staff availability and make dynamic changes to schedules to continuously meet service level objectives.
Manage toward IT Operation KPI’s.
Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests;
attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data.
Provide excellent customer service using the designated communication methods.
Provide direction and apply company policies to broader team(s) or sub-department.
Translate business objectives and determine how to use resources to meet schedules and goals.
Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends.
Coach and develop employees to expand upon their technical related skill sets.
Develop and administer schedules and performance requirements.
Demonstrate Management Competencies (Embodies Personal Learning, Builds High-Performing Teams, Aligns Goals with Strategy, Makes Effective Decisions) in daily work, and seeks opportunities to apply and enhance management skills to create sustainable success for Relativity.
Seek, identify, recommend, and document improvements to current processes.
Be an escalation point in troubleshooting environments as problems arise, test fixes, and perform follow-ups to ensure problems have been adequately resolved.
Assist in forecasting future IT infrastructure needs by knowing past and current infrastructure demand and knowing how Development teams’ roadmaps will affect infrastructure demand.
Knowledge And Experience
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
3+ years of management experience in a technical support environment.
3+ years of support leadership experience.
Customer-focused and ability to understand expectations.
Experience with service desk focused metrics and processes.
Professional written and verbal communication skills.
Ability to manage multiple tasks and projects with ease.
Experience leading or managing very technical teams.
Experience with ITIL standards and best practices.
ITIL Foundations certification is a plus, but not necessary.
Proficient in English and Spanish.
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica.
We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.
Why join us
Technology excites us enables us and drives us. We re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers lives with technology so that they can connect, work, live and play without missing beat.
Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy / childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and / or local laws.