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Posted 5 months ago
Requirements and responsibilities
Leadership & Team ManagementManage and develop a team of 24x7 Support Supervisors, Support Engineers, Premier Support Engineers, Support Technicians, Triage Technicians, and Shift Supervisors staffed for both day and night coverage.Lead regular stand-up and tactical meetings to review priorities, open incidentsescalations, and operational performance.Conduct weekly 1:1 meetings with direct reports and skip-level meetings as needed to ensure communication and alignment.Create, maintain, and post shift schedules ensuring adequate coverage across all time zones and platforms.Collaborate with the Lightedge Training Team to maintain a robust and evolving training program for Support and Triage staff.Be a decision maker for Operations SupportOperational OversightAct as on-call Incident Manager during Major Incidents, providing real-time coordination, communication, and leadership.Serve as Problem Manager post-major incident to drive Root Cause Analysis (RCA), documentation, and follow-up actions.Oversee triage processes to ensure incidents, cases, and requests are handled efficiently and within SLA targets.Lead and support participation in Product, Support, and internal cross department Lightedge projects that impact support operations.Ensure support SLA adherenceServiceNow Administration & AnalyticsDevelop, maintain, and optimizeServiceNow Analytics, Dashboards, and Lists to measure performance, workload, and SLA compliance.Maintain ServiceNow Knowledge Articles as acting librarian for the Operations Support Knowledge Base (KB), ensuring all support levels adhere to KCS (Knowledge-Centered Service) principles.Ensure that all Incidents, Cases, and Requests are properly categorized and documented within ServiceNow.Collaboration & Process ImprovementPartner with Platform Engineering, Security, Public Cloud, and IT teams to resolve complex customer issues and identify systemic improvements.Drive the adoption of ITIL best practices across triage, incident, and problem management functions.Identify and implement process and workflow improvements to enhance efficiency, knowledge sharing, and customer satisfaction.Continually drive Alerting improvements with Triage, Monitoring and Automation teams.Qualifications5+ years of progressive experience in Technical Support, Service Desk, NOC, or Infrastructure Operations, including 2+ years in a management role.Proven experience leading 24x7 support teams or shifts in a Managed Services Provider (MSP) or Cloud/Infrastructure environment.Strong understanding of: ServiceNow Cases, Requests/Service Catalog Requests, Incidents, and ChangesCSDM/CMDB model including Configuration Items (CIs), Assets, and RelationshipsDemonstra ted ability to manage major incidents and perform detailed root cause and trend analyses.Exceptional communication, problem-solving, and leadership skills.Familiarity with ITIL, KCS, and continuous improvement methodologies.Technical ExperienceIntermediate knowledge supporting some or all of the following areas:ServiceNow: ITSM, ITOM, CSM, and SOWServer Operating Systems: IBM i, Windows, Unix, and/or LinuxIBM Operations: Scheduled jobs and automation tasksVirtualization Technologies: VMware, Nutanix AHV, or Hyper-VServer Hardware Platforms: Dell, HPE, Lenovo, etc.LAN/WAN Networks: Cisco, Juniper, Arista, etc.Firewalls and Security: Palo Alto, Fortigate, Cisco ASA, etc.Web Services: Apache, IIS, and related componentsDatabases: MySQL, Microsoft SQL Server, MongoDB, etc.VPN Technologies: IPSEC and SSL VPNLoad Balancers: F5, NSX, and comparable solutionsPerformance MetricsSLA compliance rates for Incident and Request response/resolutionMajor Incident recovery time and post-incident RCA completionKnowledge article quality and usage metrics (KCS adherence)Support staff engagement, training completion, and performance improvementServiceNow dashboard accuracy and operational visibility
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