Technical Lead Incident Management

Technical Lead, Incident Management Profile Technical Leads are responsible for leading a team of dedicated ICT professionals who support operations, systems and networking services to a select group of diverse clients.  Our Technical Leads possess outstanding LAN/WAN, server and Cisco Router and Switching troubleshooting skills. You also possess a proven and demonstrated ability to train and mentor other team members improving the overall skills and qualifications of the organization.  Specific Responsibilities Monitors incident/ ticket loads, tracks and ensures workload is evenly distributed to incident management team. Responds to escalations of problems and manages escalations beyond the team  · Develops and implements project plans.  · Makes recommendations for operational and customer satisfaction improvements.  · Generates and maintains reports regarding efficiency, productivity and service levels.  · Keeps abreast of leading edge technology and service delivery trends.  · Provides training, technical guidance, and work leadership to technical services staff.  · Ensures service delivery processes are compliant with ITIL standards  Actions and Results Results are what our clients expect.  As a Technical Leader you are on the front line day-in and day-out 24X7X365 to deliver results and solve the customer's problem! You must be a leader, detailed oriented, competitive, high energy and have the communications skills that ensure everyone is informed in a way that allows the senior management, clients, and team members know that you are in charge of a situation, they are in good hands and the issue will be resolved professionally and in a timely manner. Technical Skills and Qualifications -  CCNP, LAN/WAN, Server and Cisco Router and Switch troublishooting skills -  3-5 years of previous hands-on technical experience in ICT operations administering or implementing technologies from a system or networking perspective on an enterprise wide basis. -  Excellent communication, mentoring and training skills - Ability to respond 24/7 in case of client emergencies. Getronics is an Equal Opportunity Employer.Getronics does not accept unsolicited Agency Resumes. Getronics will not pay fees to any third party agency or firm.   Click here to apply for this job https://getronics.hrdpt.com/cgi-bin/pm/click.cgi?job_id=37931&site_id=123 Location: Houston, TX 77096 Status: Full Time Job Category: IT/Software Development Relevant Work Experience: 5+ to 7 Years Education Level: Bachelor's Degree