SME - Critical Incident Management

Job Summary

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical issues, respond to telephone calls, email and personal request for technical support. Documents, tracks, and monitors the issue to ensure timely resolution. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks and typically reports to a supervisor or manager. A wide degree of creativity and latitude is expected. Leads and directs the work of others.

Key Responsibilities

Serve as an escalation point to Service Desk analysts in the areas of Messaging and Cloud Services; Mobility and Remote Connectivity; Desktop Support and Network Connectivity; COTS and Productivity Applications Support; and Telecom. Requires effectively acting as a technical liaison between the Tier 1, Tier 2, Team Lead, Service Desk Mgr and potentially, Tier 3 representatives to resolve problems.

Skill Requirements

Provides task leadership to assigned staff and coordinate related queue management activities. Performs frequent ticket reviews and quality audits including live calls observations Verifies that TCO is being performed Makes recommendations for shift-left strategies Liaises with product teams and participates in relevant functional groups Acts as a knowledge coordinator in the KMP process for content and accuracy Keep the Service Desk analysts abreast of WBG’s technical standards. This requires developing and maintaining a rapport with Tier 2, Team Lead, Service Desk Mgr and potentially, WBG Tier 3 analysts whose areas impact service desk support. Uses available resources (people, processes, tools) to complete work efficiently Readily acts as point of escalation for analysts in stressful situations Takes and documents immediate action when confronted with a problem or when made aware of a situation regarding employee performance key element for ADK

Other Requirements

Ensures that the individual and team services are performed in a timely, consistent, responsive manner; with the highest standards of professional and ethical competence and integrity as defined in the Standard Operating Procedures (SOP) Verifies the quality, accuracy and timeliness of responses and actions taken to ensure that team service delivery goals are met Monitors the accuracy of information collected by team members Ensures that cases are populated, categorized and catalogued accurately Monitors the status of open cases for team to assure that calls are resolved or referred in a timely manner to the client’s satisfaction Provides feedback to individuals on the error rate and client satisfaction Prioritizes workloads and balances conflicting demands