The Level 2 Queue Manager shall possess the following capabilities to perform the following routine tasks: Monitoring the queues and reallocating tickets before missing Response time SLA; Coordinate tickets that cross organizational boundaries to ensure customer satisfaction; Assigned the tickets which are out of scope to Service Desk/Other Teams; Daily Report on Incidents/Change/Problem tickets and SLA status; Summary report on all Major incidents occurring on shift; Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved; Assist with proper assignment of tickets as well as facilitation of resource allocation based on work load; Coordinate resources with teams across disciplines to ensure SLA targets are met; Resource scheduling for Call Center.
Qualifications: Bachelor’s degree or equivalent combination of education and experience. Two (2) supporting a large Enterprise environment. Experience with Linux, Windows, or network administration. Three (3) years experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis. Experience generating reporting from ticketing tools. Experience working with ticketing tools such as ServiceNow, BMC Remedy, or HP Service Manager. ITIL v3 Foundations certification desired.