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Technical Lead
4 semanas atrás
We are seeking a Technical Lead with 4 to 6 years of experience in Incident Management Service Now and Windows. The role involves overseeing technical operations ensuring seamless service delivery and managing incidents efficiently. The position is hybrid with day shifts and no travel required.
**Responsibilities**
- Lead the technical team in managing and resolving incidents promptly.
- Oversee the use of Service Now for tracking and documenting incidents.
- Provide expertise in Windows environments to ensure system stability.
- Collaborate with cross-functional teams to improve service delivery.
- Implement best practices for incident management and resolution.
- Monitor system performance and proactively address potential issues.
- Ensure compliance with company policies and industry standards.
- Develop and maintain technical documentation for incident management processes.
- Train and mentor junior team members on incident management protocols.
- Conduct regular reviews of incident management processes to identify areas for improvement.
- Coordinate with stakeholders to communicate incident status and resolution timelines.
- Utilize analytical skills to identify root causes of incidents and implement preventive measures.
- Support the continuous improvement of the incident management process.
**Qualifications**
- Possess strong experience in Incident Management ensuring timely resolution of issues.
- Demonstrate proficiency in using Service Now for incident tracking and documentation.
- Have a solid understanding of Windows environments and their maintenance.
- Exhibit excellent problem-solving skills to address technical challenges.
- Show ability to collaborate effectively with cross-functional teams.
- Display strong communication skills to convey technical information clearly.
- Have experience in developing and maintaining technical documentation.
- Demonstrate leadership skills in training and mentoring junior team members.
- Possess analytical skills to identify root causes and implement preventive measures.
- Show commitment to continuous improvement of processes.
- Have a proactive approach to monitoring and addressing system performance issues.
- Ensure compliance with company policies and industry standards.
- Exhibit dedication to improving service delivery and customer satisfaction.
**Certifications Required**
- ITIL Foundation Certification Microsoft Certified: Windows Server Fundamentals
