Operations & Support Specialist

Management of day-to-day operations of Netflix facilities, Netflix-owned tools and services, which includes:

· Creates and leverages metrics and reporting to identify trends within the environment and collaborate effectively with partner teams to build valued add and scalable solutions
· Effectively manage team workload, technical resources, work scheduling, and oversight of operations
· Ensures the quality of support through continuous review, feedback, and coaching
· Help create and maintain the decision making framework for whether we need to provide face to face support

Serve as the escalation point for high-priority issues to ensure proper and timely resolution

· Troubleshooting + escalation to various engineering partners
· Collaborate with cross functional partners to proactively identify issues as they arise and conduct retrospective analysis on large-scale issues
· Manages, and drives to conclusion, internal and external problem escalations

· Development and Quality & Assurance of processes and runbook documentation
· Create and maintain all root cause analysis reports after an escalation to identify workflows or systems to help mitigate reoccurring issues
· Collaborate with your colleagues to share knowledge on new issues observed and socialize learnings with the rest of the organization
· Align with cross functional and cross regional teammates to ensure consistency across the organization
· Make autonomous operational decisions based on data and anticipate impacts to the business

IT Coordinator

ITS Client Engineering Node for WESA region (Microsoft 365 projects & Windows 10 major updates):

· Coordinate Local IT deployment activities during beta and LA
· The first point of contact for end user issue management and resolution during Alpha and Beta
· Track progress and collect user feedback
· Work with Level 3 & 4 to proactively build subject matter expertise
· Support training delivery to Local IT ahead of LA and GA
· Moderate relevant Slack channels for project-related queries – directing colleagues to relevant training, KBs, QRGs and other supporting material
· Triage incidents before they are escalated to Level 3 (Level 2.5)
· Monitor and review all incidents for their region prior to escalation to L3
· Work with L2 in their region to ensure tickets have the appropriate information/logs
· Work with L2 to resolve incidents where existing KBs and workarounds exist
· Work with SDMs and IT Managers to identify trending incidents
· Work with L3 to review trending incidents and agree next steps, including problem management
· Work with Change Management to ensure updates are shared with ITS
· Work with Level 3 to identify problems and provide ITS feedback
· Be the SME on all project-related topics including issues, workarounds, processes, comms and training
· Support the transition from GA into operations/Run the Business (RtB)
· Continue as SME in RtB

Founder Member of the Issue Escalation & Client Site Response Center of Excellence:

· Designing and developing the operational model
· Independently drive and monitor complex escalations from initiation to resolution coordinating across IT functional teams and with customer and internal key stakeholders
· Analyze escalation trends and produce strategic recommendations to proactively address systemic issues
· Review and refine escalation-management process, protocols and dashboards

Provide a high level of customer service supporting BCG staff in a fast-paced environment

IT Specialist

· Providing a high level of customer service supporting BCG staff in a fast-paced environment
· Support includes, but is not limited to, laptops, desktops, smartphones, phone, printers and systems dedicated to meeting rooms
· Managing local technology in order to increase reliability, security, interoperability, effectiveness of customer work while reducing costs, both in the office and at the client site
· Documenting and updating technology related instructions/procedures/knowledge articles as required
· Overseeing and troubleshoot video conference and telecommunications systems in coordination with regional technical resources
· Maintaining problem call history by recording all support requests in our ServiceNow help desk tracking database; analyze call data to proactively identify improvement opportunities
· Participating in local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement; evaluate new technologies for potential applicability within BCG
· Achieving annual goals and objectives, developed in cooperation with IT Service organization and local management

Technical Support Specialist

· Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
· Act as the initial point of contact for all computer and system related concerns from clients or other employees
· Provide helpdesk support to end-users of propietary software
· Assist management in creating training materials pertaining to computer troubleshooting and usage
· Maintain a working log detailing all required system updates, as well as the date of completion
· Document all issues and generate reports detailing common problems and error trends
· Fill in for in-house IT services as needed

· Preparing customer-specific improvement concepts with the aim of integrating individual solutions within an overall solution in the express courier context
· Designing, installing and trialling new systems and software, and fixing any issues that arise
· Consulting staff from different parts of a client's organisation
· Back-end developing and support service (JAVA)

Event Technician

· Identify, isolate and repair issues based on reporting of faults from the production team
· Database upkeep, logs and reporting, and cross-team communication
· Take direct instruction from and work closely with the Events and Hospitality Operations Manager to set-up events in a timely fashion to agreed standards
· Liaise across different levels within the immediate team, the client’s organization, and third-party vendors