Resolves customer problems by clarifying customer complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Provide support, participate and lead many LAN/WAN projects and tasks performed by the Network Operations team; tam with the IT architecture and engineering groups to help ensure alignment with business initiatives while adhering to KPMG guidelines and leading industry practices.
Identifies departmental financial resources necessary to support operating plan and provide cost justification for departmental spending; participates with dc manager in the development of department operating budgets.
Lead and manage processes for obtaining client feedback through collaboration with sales and account management teams, and leverage to inform product roadmap and enhancements and ensure high levels of client satisfaction.
Work closely with clients to establish our product vision and evangelize the benefits and value of a product - centric approach to software and solutions while creating configurations or themes that enable specific brands.
Own the plan for messaging, content strategy and site updates and optimization, including coordinating updates with product management, design, U/X, and website teams to maximize traffic and conversion opportunities.
Develops and maintains quality assurance programs, policies, processes, procedures and controls ensuring that performance and quality of products conform to establish standards and agency guidelines to ensure lasting customer satisfaction.
This individual will service customer, business, and technology needs, thorough AWS infrastructure management, incident management, IT service management, as well as software and infrastructure development.
Provide 24 X 7 operations management support for Cloud Services, Disaster Recovery, Scheduled and Instant Data Backup, Scanning and Archiving, Data Repository and Remote Operations Services, Develop and oversee Network Operations, Service Desk, Event Management, Incident Management, Problem Management, Configuration Management and Change Management Processes for all Cloud Services.