Senior Team Lead

Description:

The team is comprised of technical analysts and solution architects who provide tier two and tier three application support for our European clients. This team triages and investigates our support tickets and works to provide resolution to meet our KPIs and contractual commitments for client support. They collaborate frequently across solutions and across international offices when deeper assistance is needed to determine root cause. The team communicates directly with our European customers and works to prioritize issues according by impact including escalated needs present in a healthcare delivery. As needed, they will provide translation from languages in client contracts to English for use across our support resources in Ireland and across the company.
 

The senior team lead supervises a team of analysts and architects to manage the operational performance goals for client support. They develop and direct work schedules and monitor workflow to achieve established goals and objectives. The role is responsible for ensuring the team delivers functional and technical solutions to customers. They will ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. They apply Oracle Cerner methodology, company procedures, and leading practices. The leader will provide coaching, guidance, and feedback to develop skills of team members and take corrective actions to address poor performers. The role will also perform administrative duties such as approving timesheets and expenses.
The senior team lead coordinates the daily activities of a work group, setting priorities to ensure task completion. They maintain orderly work processes by coordinating work flow and work quality. The leader uses individual knowledge and skills to develop team members. They resolve problems through immediate actions or short-term planning.

Duties for this role include:

• Plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance

• Manage production support ticket queues

• Manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution

• Analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity

• Identify trends and propose solutions to mitigate issues related to client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations

• Plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department

• Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the department

• Identify and lead team-level quality and process improvement initiatives

• Deliver consistent and timely training, guidance, and feedback to encourage associate success

• Provide input on staffing and performance decisions for direct reports

• Supervise a team of 8-12 associates