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JOB SUMMARY
Responsible for providing Incident Management and technical support related to 3rd party billing systems used by Charter Communications. Analyze systems for ongoing performance improvements at user and system levels. May perform software testing, documentation and provide training. Ensures timely escalation of issues during service impacting events, coordination of support resources, drives service restoration activities, manages timely event communications, and supports root cause analysis & follow-up. Additionally, this position is responsible for ensuring that all associated event and response detail is documented for critical incidents and delivered within defined targets to both Problem Management and key stakeholders.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience
Reporting, Metrics and analysis
Coordinates and drives restoration of Service for Major Incident events
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
Analyze systems for ongoing performance improvements at user and system levels
May provide support for mass adjustments, reporting, interfaces, security, environments, outage and trouble ticketing
Train and assist junior level staff as well as system users
Assist in scheduling workloads and monitoring projects and provide status reports
Perform other duties a requested by supervisor.
Mentors and coaches less experienced staff
Maximizes the efficiency of the various software systems by implementing, monitoring, testing and auditing new software programs
Participates in continuous performance improvement sessions to discuss opportunities to improve processes or standards
Follows established configuration/change control processes
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
