Job Description
Job Description
Department / Division : Platform
Area of Focus (Sub Team) : Incident Response Team
Position Title : Incident Response Technical Team Lead
Position Location : Edmond, OK (Remote)
Tigunia Core Values : To produce results, solve your problems with a sense of urgency, treat clients and co-workers with respect, and foster long-term relationships.
Position Description (Abstract) :
The Incident Response Team is part of the managed services group of Tigunia, which handles end user support requests, initial triage of issues, client endpoints, related break fix support and remediation for a wide variety of customers ranging from small to enterprise companies.
In this operations role, one will coordinate labor services with the Incident Response Team members and other related teams where applicable, interface directly with customers and their systems and collaborate with internal teams to complete objectives. This is an active, hands-on role which relies on problem solving capabilities, self-reliance, and ability to lead a team with some direction from direct report and peers.
We expect each of our platform team members to take to heart and embody our core values, while demonstrating these critical attributes :
- Deliberate in Action; know the expected outcome. Every action should either gain more information for you or solve the problem. Do not just guess to reboot.
- Detailed in Triage; know how to unpack an issue so that others can understand, or you can understand it better. (Listing out what is known on an issue / providing good escalation notes when needed or notating the details of a case succinctly)
- Diligence in Operation; consistency in tasks and upholding standards and doing it all with a smile.
Service Responsibilities :
Provide technical support to Tigunia customersIncident Response Team daily operationsImproving Incident Response Team operationsOperating Procedures, or defined SOP documentation
Learning Materials & Related Direction.On-Call Rotation Team enforcement & assistance as neededPlatform Product Auditing (RMM, Security Tools and related user counts for related services) to ensure product-based services have been correctly deployed.Service Measurement & execution for the following services :Dispatch & Triage Services
Helpdesk ServicesMaintenance ServicesTechnical Duties :
Provide end user support in a timely mannerResponsible for implementing, tuning, and maintaining client environmentsActively seek out opportunities to improve existing practices, procedures, and technology implementationsConsult with clients regarding their infrastructure and best practices to meet business needsCreate high level of documentation and procedural documents as work is executedInternal & client network and systems diagnosticsOther tasks as appropriate.Operational Duties (Recurring Lead Expectations) :
Incident Response Team operational and technical leadWeekly 1 : 1’s to ensure team members are meeting professional goals and engaged in their work
Foster a work environment that is both productive and positiveTeam scheduling / resource availability as neededLead by Example / be a role model for how the team should operateDelegation of Projects and tasks respecting team members skills and preferred areas of work.Other operation and leadership duties as they ariseFirst point of escalation for Incident Response TeamCase SLA review and enforcementAssist with, monitor and follow up on case issues for clients or team membersIncident Response Team tool administration (Automate, Screen Connect, Webroot, AMP, Huntress, Reflexion, team ADDS security accounts, applicable data shares / learning systems, lab systems)Review team members training pathsWork with other Tigunia employees to refine and improve service objectives over timeMay be required to work some holidays and have the flexibility to work extra shifts as needed by management (Management tries to keep this at a minimum)Coordinate other Incident Response Team needs as they ariseOther duties as assigned.Operational Duties (Recurring Expectations) :
Proper system documentation in IT Glue.Enter all phone calls or emails into the case management system for each case actionedEnter time for each actioned case or project task daily.Respond to owned cases within applicable SLA in accordance with department procedures.Follow up on all assigned cases daily (unless in a status indicating a wait)Document inbound support requests with the CMS (Case Management System) in detail before escalating to higher resourceUse CRM home dashboard to ensure assigned case and project workload is getting actionedEnsure clients are consistently communicated through cases on a regular basisAvailability and responsiveness when participating in an on-call rotationMay be required to work some holidays and have the flexibility to work extra shifts as needed by management (Management tries to keep this at a minimum)Other duties as assignedWork PriorityCases assigned to you
New client support requestsClient projectsTigunia non-billableMeasurable Targets (KPIs) :
Initial response time (First agent communication post-dispatch) success average during business hours above 90%Team Response Time SLA success average above 90%Team Closure Time SLA success average above 90%Quality of client communications (individually measured)Measurable contribution (To be determined monthly) to LMS and ITG documentation and training systems monthly.Maintain a minimum of 80% of time weekly allocated to client billable work.Time entered daily for yourself and your teamLearning and Skill Objectives :
Familiarity with all Tigunia toolsFamiliarity to admin and install from scratch : ADDS, AAD, O365 Exchange, RDS Collections, BC / NAV Instances, MSSQL, IISMCSA or equivalentAZ-100, AZ104Continuous Learning and Development