Senior Support Lead

Updated: June 11, 2024 10:44 PM GMT

Procom

Burnaby, BC

On behalf of our client, Procom is currently seeking a Senior Support Lead a six (6) month engagement based in Burnaby, British Columbia. This client is pleased to offer a remote work model for this position

Senior Support Lead Job Details

Health Gateway Service Desk
• Build and manage operational support processes
• Oversee resources to address feedback from citizens received through the Health Gateway “Contact Us” email address
• Liaise with Product Owner and OCM lead for service desk training
• Plan and manage service desk coverage
• Chair daily Health Gateway support stand up
• Report statistics to portfolio leads/executives

Health Gateway Incident Management
• Lead incident support meetings
• Manage incident management process
• Coordinate escalated incident response process
• Manage ticket system (Jira or other) and knowledge base (Confluence)
• Report statistics to portfolio leads/executives
• Facilitate continuous improvement

Health Gateway Operations Management
• Build... More Detail