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Sr. Technical Support Analyst

  • Location: Atlanta, Georgia, 30354
  • Salary: 35.33
  • Job Type:Contract

Posted about 1 month ago

We are looking for 3 Technical Support Analysts to join our team for a long-term contract opportunity. You will be the central point of contact to manage coordination, notification, and resolution of incidents and outages. You will monitor and ensure the proper documented updates for all incidents to include but not limited to: the incident problem description, categorization, resolution, and business/operational impact information. You will be the liaison to the Duty Manager working as the focal point for all operation concerns by quickly engaging and escalating to the appropriate support teams. Additional responsibilities as follows:

  • Maintain open and accurate communications with all Support Teams located (physically and/or virtually) on the floor.
  • Review RFC (Request for Change) reports provided by Change Management in order to ensure all changes with potential operational impact are reported to the Service Desk Leads.
  • Provide primary facilitation duties during the daily Operational Briefing status calls.
  • Monitor all Briefings. (as required by the Duty Manager).
  • Initiate and coordinate Technical Bridge collaboration space to assist in resolving incident degradations and outages.
  • Accurately address and work toward a quick resolution for all emails within the TCC and Incident Management mailboxes. (Clean up, archive, organize folders etc.,)
  • Supportive Liaison between Support Groups on the floor by providing proactive leadership and escalation support to quickly resolve incidents and outages.
  • Assist escalation when needed to prevent the incident degradation and/or outage.
  • Keep Shift Briefings current and accurate throughout the shift and ensure that all information regarding the incident including business operational impact is constantly updated and communicated.
  • Maintain updates to the Ops video wall screens
  • Assist with the 911 (811) Crisis Management Notification Process.
  • Provide support for Disaster Recovery Paging notification Procedures.
  • Keep customers updated during outages.
  • Verify customers recovery and normal operations after the impact has ended.
  • Add configurations to CA Spectrum and UIM with monitoring tools.
  • Monitor and work to correct monitoring thresholds that create erroneous incidents

You should have the following skills:

  • BS/BA, preferably in a technical, scientific or communications field or 6 or more years of experience managing operational incidents in an airline environment.
  • Ability to communicate complex problems and plans in a poised, creative and composed manner, whilst demonstrating a passion for delivering change.
  • Experience and ability to engage and collaborate with business management and leadership teams with an approach that results in greater value to and engagement with our business partners.
  • Able to communicate and work effectively and collaboratively at all levels in our organization.
  • Technical writing experience is a big plus
  • Strong leadership ability with a track record of developing people and achieving challenging objectives.
  • Experience with global data center support
  • Major Incident Management preferred
  • A keen sense to recognize any potential adverse effects to the Brand and act proactively to avoid a negative impact 
  • Ability to work 10 - 12 hour shifts (40 hours per week total)
If this sounds like you, please apply today to begin a conversation about this opportunity!