IT Operations Service Delivery

This role is responsible for monitoring systems, detecting performance issues, and resolving technical problems using established protocols.

The role engages in addressing customer issues and inquiries to ensure utmost customer satisfaction.

The role conducts routine installations and configurations and executes scripted change management activities while adhering to incident, change, and problem management processes.

The role consistently meets production goals, aligns work with strategy, maintains data confidentiality, and supports department-level operational plans with minimal supervision.

Responsibilities

• Monitors systems to detect performance issues and resolves technical problems on assigned hardware and software platforms/applications using established protocols.
• Identifies incident trends for the purpose of escalating incidents, adhering to strict timeframes, and following established protocols.
• Conducts routine installations and configurations and proficiently assembles and integrates system/products, all in accordance with standard protocols.
• Responds to common service, product, technical, and customer-relations inquiries, addressing problems promptly and appropriately, thereby ensuring a high level of customer satisfaction.
• Executes approved and documented scripted change management activities, adhering rigorously to incident, change, and problem management processes to maintain service quality and compliance.
• Maintains daily production goals and consistently exceeds contract-required response times, ensuring high-quality service delivery.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Impact and Scope Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision-making process.

Complexity Works on assignments that are moderately complex in nature and require intermediate problem resolution.

Minimum Qualifications

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• 4+ years of related work experience, preferably in maintenance, quality, or a related field.

Benefits The pay range for this position is $24 to $34 USD per hour. HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long-term/short-term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time-off policies, including;
• 4-12 weeks fully-paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off