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Operations Admin Shift Lead - Heredia, Costa Rica - HP Inc.
Descripción
The operations admin lead role will be responsible to ensure that the End to End PCL operations go to plan.
Case management :
Monitoring queues for ticket, taking ownership of various types of tickets - Catalog requests, Incident tickets, Business control tickets and managing until ticket closure
Swivel information between various service management systems,
Email support, user escalation management and follow-up.
End to end case management: understand the process and work with the Service delivery managers and other stakeholders in HP to maintain agreed SLAs are met
Analyzes standard contractual documents, technical data, customer usage data, customer maintenance practices, customer operation characteristics, and related reports for assigned contracts to determine spares provisioning and demand planning
Follows established policies, guidelines, and procedures to ensure quality and accountability.
Maintains current knowledge of relevant technologies as assigned; experience with End User management Services is desired
Participates in special projects as required
Work with the team of admins to ensure the asset is managed as per processes during its entire lifecycle
Knowledge and Skills Required
Personal Skills needed
Working relationships:
Internal
External
Equal Opportunity Employer (EEO):
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
