Description

You will apply mathematical and statistical methods to collect, organize, and interpret data to support Global Solutions Management-Operations requirements.

Responsibilities

• Monitor, report, and train personnel on contractual performance standards and trouble ticket lifecycle management within a 24/7 Operations Center.
• Analyze ticket queues and report data to identify non-compliant actions and implement process improvements.
• Collaborate with network operations and functional teams to ensure adherence to established processes and procedures.
• Identify and mitigate risks by reporting issues impacting contractual compliance to operations leadership.
• Validate that tickets follow published templates, notifications, and timelines to meet contract performance goals.

Required Skills

• Active Secret security clearance.
• 3-5 years of relevant experience.
• Moderate understanding of IT ticketing processes and applications.
• Moderate understanding of Data Analytics.
• Data analysis skills.
• IT foundational knowledge.

Preferred Skills

• ITIL 4 Certification.

Key Skills

Education

Any Graduate