The Senior Lead Operations position is part of the AAMVA Operations Department External Help Desk. The primary responsibility of this position is to lead the Tier 1 technical support team for all AAMVA supported applications to our customers. This includes providing leadership and help in identifying, analyzing, and resolving all requests and issues. The Senior Lead Operations is part of an on-call after-hours system monitoring rotation. The Lead is expected to remain available for after-hours contact when they are either the primary or secondary on-call support analyst.
Essential Duties and Responsibilities:
- Lead the support and monitoring for all existing AAMVA applications and AAMVA network related services.
- Assist Operations manager in smooth and efficient functioning of the Operations team
- Full production 1st tier support for 51 jurisdictions, Canada, Mexico, and 3rd party accounts.
- Coordinate and respond to and work with appropriate parties to resolve all helpdesk requests received into AAMVA ticketing system, email, as well as log, answer, resolve, and/or route incoming support phone calls.
- Respond to and lead the work with appropriate parties to capture information resulting from network, central sites, jurisdiction outages, slow downs, etc.
- Possess phone skills needed to communicate effectively with customers, at all levels.
- Must be able to acquire detailed understanding of all supported AAMVA applications and Help Desk procedures.
- Act as liaison between departments to assist in the resolution of application, network, and/or network interface issues.
- Review and create notifications of all outages, planned maintenance, and RCAs to all interested parties.
- Escalation of all outages to appropriate parties.
- Prioritize outstanding support issues.
- Create, maintain and update Operations Helpdesk procedures.
- Create, monitor and report updates for jurisdiction contacts.
- Create, maintain, update, and distribute daily, weekly, monthly, and quarterly reports.
- Carry a smartphone and provide support after hours when primary on call.
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