Perform IT implementations, performance analysis and optimization, monitoring, problem resolution, upgrade planning and execution, and process creation and documentation.
Manage and mentor a NOC support team in daily operations by effectively communicating expectations and goals and driving accountability; planning, monitoring, and appraising results.
Create reports for Sephora management and customers. Create advisory process and technical tasks based on report findings.
Perform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
Develop policies and procedures to enhance workflow efficiencies and ensure SLA compliance.
Measure and monitor the effectiveness of systems, processes, and policies to ensure consistent value delivery and recommend changes to improve NOC performance.
Ensure a positive customer experience is at the forefront of all decisions and recognize ways to improve that experience.
Generate and process trouble tickets for technical support and drive to resolution.
Manage ticket escalations and coordinate support from different organizations.
Identify alarms, perform diagnostics, troubleshooting, and dispatch, as required, to the appropriate Carriers or field service technician.
Respond to internal and external customer escalations.
Perform duties in a high pressure, face-paced environment.
Host / attend internal and external performance review calls as requested.
Scheduling of personnel to provide optimal coverage
Provide leadership and direction with peers and subordinates

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