AddressAbout Us
Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.
We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.
Job Summary
The Queue Manager for the Network operations is responsible for overseeing non-technical aspects of the team’s work from Ticket Handling, Ticket Quality, Reporting and Monthly review with Managers. This individual must have a strong knowledge of MIS Reporting function in Operations within IT.
This role will be responsible for driving consistent global process across this function and will be knowledgeable of ITIL processes and various infrastructure management tools like Service Now, and Power BI. The Associate should be able to support the team in this agenda by developing, reporting, and analyzing key business metrics, co-owning them in the journey and drive performance management within the intact teams. Heshe should be able to visualize opportunities to grow, provide insights and present it to the leadership teams. HeShe should be able to analyze data for validity, identify gaps or errors and drive execution for resolution.
Key Responsibilities
- Engaging with engineers and managers to assign and advance ticket handling.
- Working with client teams to understand reporting needs.
- Conducting backlog review meetings with engineers (and client teams as appropriate).
- Educating and enhancing usage of ticketing tools by engineering teams.
- Review of ticket quality based on laid process and SOP and identify gaps and non-adherence of the same and convey to individuals.
- Track individual associates in team for their progress and consistency with adherence to process and quality.
- Review and produce daily reports to show associate performance wrt. Process.
- Review and track tickets for updates and communication.
- Review Change tickets for adherence to non-technical aspects of the work and validate all appropriate actions and communications are done on time.
- Be responsible and accountable to convey ticket quality miss, process non-adherence issues directly with individual in team with Authority.
Process
- Ensuring adherence to MTTA/MTTR for managed queues.
- Daily backlog review for queues managed.
- Daily review of tickets with exception or Hygiene issues.
- Daily overall backlog review collaboration for all queues across all coordinators.
- Develop and drive action plans to address and improve unhealthy backlogs.
- Assist Managers to identify areas where the team lacks in terms of ticket handling so trainings can be planned well.
- Review of ticket workload across the shifts.
- Create more critical and real time dashboards and Power BI reports for consumptions.
- Ensure timely delivery of recurring client specific and operations wide reports.
- Data analysis and trending for queues.
- Tracking action plans to completion from backlogs and client teams.
- Own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. to drive key business decisions.
- Define and document processes and procedures.
- Managing on-call data to allow engagement of correct escalation resources.
Technology
- Working with tools such as Service Now, Xtraction, and other ticket metric tools.
- Creating functional dashboards as required to meet operations and client’s needs.
- Produce consistent reporting data in presentable state for client teams and leadership.
- Knowledge on Power BI reporting will be an advantage.
Experience
- 5+ years of ITIL centric work.
- Strong experience of MS-Office Applications. Especially in Excel and PPT.
- 2+ years’ experience in multi-discipline field.
- 5+ years’ experience with general IT concepts.
- Demonstrable experience delivering time sensitive customer consumable reporting.
- Basic knowledge of migrations of the reports to the Power BITableau using SQL/any other Data resource, a good to have skill and not mandatory.
- Excellent verbal/written communication skills, including an ability to effectively communicate with both business and technical teams. Ability to handle competing priorities in a fast paced, deadline driven environment.
- Highly organized, detail oriented, and ability to work independently.
