Technical Support Specialist
6 days ago
As a Technical Support Specialist at Evernorth Ireland Limited, you will play a vital role in providing hands-on technical support and leadership to our Contact Center L2 Production Support team. Your primary responsibilities will include monitoring and reviewing incidents reported by business teams in the Cisco Contact Center application (UCCE). You will be responsible for handling oversight and updates of Incident Tickets, Service Request Issues, Root Cause Analysis, and/or Escalated Workarounds as needed. Additionally, you will facilitate bridge calls in the event of critical job failures in production, assign or escalate reporting defects to the delivery team, and collaborate with Business and Delivery teams to meet standard SLA for resolving production defects.
Key Responsibilities:
- Monitor and review incidents reported by business teams in Cisco Contact Center application (UCCE)
- Handle oversight and update of Incident Tickets, Service Request Issues, Root Cause Analysis, and/or Escalated Workarounds as needed
- Facilitate bridge calls in the event of critical job failures in production
- Assign or escalate reporting defects to the delivery team
- Collaborate with Business and Delivery teams to meet standard SLA for resolving production defects
Requirements:
- Proven experience in a similar role
- Proven experience as a peer lead in technical teams with a passion for developing the talent within the team
- Experience with vendor management in an onshore/offshore model
- Proven experience with application production support, automation, and infrastructure knowledge on large-scale enterprise application solutions
- College degree (Bachelor) in related technical/business areas or equivalent work experience
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