MAJOR RESPONSIBILITIES AND ACCOUNTABILITIES
- Provide tier 3 product support for assigned applications and escalated support from tier 1 and 2 service operation teams. Function as escalation contact and specialist on critical and major Incidents. Join conference bridges to take issues to resolution.
- Leverage HCA Healthcare ITSM products and tools in accordance with ITIL standards
- Work ITSM queues responding to customer issues and requests within defined SLAs
- Work directly with the customer to resolve escalated issues
- Work directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues
- Communicate relevant product information to user base and appropriate stakeholders
- Actively participate with product team in stewardship to report on operational status of product
- Track development fixes and publish to customer base and ITG
- Leverage ITSM Knowledge base for tier 1 and 2 analysts to equip them for customer first call/issue resolution as well as alert resolution (all interaction types, i.e. incidents, alerts, requests). Include customer facing knowledge article publishing for users
- Coordinate any downtimes, upgrades and change schedules. Leverage ITSM processes.
- Add infrastructure and other CMDB assets / relationships as needed based on new technology or modifications to the platform / infrastructure. Actively own and participate in lifecycle management of assigned applications and infrastructure.
- Maintain vendor contacts and support matrix necessary for ITG Operations
- Have the ability to resolve simple production support issues
