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    senior support lead - British Columbia, Canada - Microserve

    Microserve
    Microserve British Columbia, Canada

    1 week ago

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    Description

    Services Required

    :

    Any expected deliverables during this engagement must be communicated in writing to the resource.

    The services to be provided by the Support Lead may include the following:

  • Establishment and management of operational support processes.
  • Coordination with the Product Owner and OCM lead for service desk training.
  • Planning and management of service desk coverage.
  • Chairing daily Gateway support stand-ups.
  • Reporting statistics to portfolio leads/executives.
  • Gateway Incident Management leadership.
  • Leading incident support meetings.
  • Managing the incident management process.
  • Coordinating escalated incident response processes.
  • Management of the ticket system (Jira or other) and knowledge base (Confluence).
  • Facilitating continuous improvement initiatives. Gateway Operations Management.
  • Development of operational support approach and required documentation for Gateway.
  • Management of operational team roles and responsibilities.
  • Establishment of a formalized support process with Gateway partners.
  • Communication and liaison with operations partners regarding upgrades/maintenance for respective systems impacting Gateway.
  • Liaison with other projects and portfolios for alignment and integration of support models as required.
  • Support for operational model enhancement opportunities and initiatives.
  • Leadership and support for Business Continuity Planning, risk monitoring, and ongoing documentation management.
    • Note: this is an opportunity with a Microserve client
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