Tech Operations Analyst

Apply by eMail:15296482.185@jobfrenzy1.com

Description:
Job Title: Technical Operations Analyst/Coordinator

The Technical Operations Analyst/Coordinator is a member of our clients Partner Support. Partner Support provides centralized, first tier technical support, monitoring and application operational services. It is the primary contact for the business and partners (Providers, Resellers, etc.).

The Technical Operations Analyst/Coordinator is responsible for:
Monitoring, identifying and resolving production issues
First tier partner support; managing external expectations
Answering support contact; logging trouble tickets, triage/issue resolution, providing status
Triaging customer issues, conduct research, and providing timely solutions back to partners
Accurately documenting issues, customer interactions, updates and solutions
Performing website management (e.g. site deployment, updating business rules, content, etc.)
Maintaining strong working relationship with all internal teams.
Taking ownership, responsibility and do what it is necessary to research issues and escalate when appropriate.
Establishing a commitment to customer service and build good rapport with customers
Design solutions and perform a variety of tasks without direct supervision.
A Technical Operations Analyst/Coordinator will have proven leadership skills in problem solving as demonstrated through professional and educational experience. Excellent written and verbal communication skills are a must. Having a great attention to detail and the ability to multitask is also critical to being successful at this position.
The ideal candidate will have support experience, notable experience with software and/or web services in the retail and/or telecommunications markets. You should be excited to go from talking to customers to looking at 50,000 rows of data to troubleshoot issues. This position requires a technically savvy person with great customer service skills and the ability to work with multiple, changing priorities.
Job Description
Develop/manage internal relationships with Business Development and Engineering/QA.
Develop/manage external relationships with Partner/Providers/Vendors.
Implement partner launches.
Implement direct sales programs working with Direct Marketing and Provider Services.
Provide technical support for partners and direct marketing teams.
Manage general system configuration issues, including promotions, dynamic business rules and content.
Define/implement operational/business processes; refine as necessary
Develop working knowledge of application infrastructure and business processes.
Proactively monitor errors, metrics, activity events and reports to detect/resolve issues with system function, performance and trends.
Troubleshoot system issues by running ad-hoc reports, researching database configurations, and working with QA and product teams to review product capabilities.
Define/implement enhancements to monitoring infrastructure and processes.
Manage ticket resolution process of related work defined. Escalate as necessary.

Required Skills

Project Management
Build and Manage Project plans
Familiarity with Product Development Lifecycle

Communication
Excellent written communications, concise and clear
Excellent verbal and phone communication skills with clients and partners

Technical
Proficient with Web-based and Microsoft Office tools
Strong analytical and prob

Requirements:


Education: Not Specified

Experience: Not Specified

Travel: Not Specified

Apply by eMail:15296482.185@jobfrenzy1.com

Job Created: Thu Oct 01 2009 04:28:28 AM
Last Modified: Thu Oct 01 2009 04:28:28 AM