Dell Major Incident Manager 

United States, Texas, Round Rock 

755267204

As a Service Operations Advisor, you will provide support for internal technical issues in complex and business-critical environments. You will be responsible for critical incident management with cross-functional teams, delivering timely solutions with exceptional customer service. This role is a hybrid position working Friday through Sunday from 7:00 am - 7:00 pm with a four hour shift on Monday (flexible to morning or afternoon).

• Troubleshoot multiple complex technical problems ensuring optimal service levels
• Communicate within functional teams to provide problem resolution updates
• Utilize internal resources and teammates to investigate technology and understand procedures
• Lead process improvement projectsEssential Requirements

• 5 to 8 years of related experience with technical aptitude
• Strong problem-solving and troubleshooting skills
• Ability to manage medium to large conference calls
• Excellent communication and customer service skills
• Ability to adapt to change and prioritize accordingly

Desirable Requirements

• Bachelor’s degree
• ITIL experience with a strong IT/Technical Background