you will be responsible to plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. You will be responsible to manage production support ticket queues. You will be responsible to manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You are responsible to analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. You will be responsible to identify trends and propose solutions to mitigate client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations. You will be responsible to plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives, contributing to the immediate results for the team or department. You will be responsible to communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. You will be responsible to identify and lead team-level quality and process improvement initiatives. You will be responsible to deliver consistent and timely training, guidance, and feedback to encourage associate success. You will also be responsible to provide input on staffing and performance decisions for direct reports. You will supervise a team of associates.People Management Responsibilities (for associates with one or more direct reports):You will be responsible to seek to understand disagreements, ensure all perspectives are heard, and facilitate a plan for resolution. You will be responsible to delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. You will be responsible to identify associates and team priorities based on business direction and adjust when needed. You will be responsible to lead by example and share knowledge and experiences with associates and the team. You will also be responsible to create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments. You will be responsible to provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates' development. You will also be responsible to identify the right talent to achieve the desired results. You will be responsible to promote and build a diverse and cohesive team to accomplish objectives and align associates' skills to fill gaps.

Career Level - M2