Kit Whiteside

Systems Consultant - Site Focal @Long View Systems

CA

Key Responsibilities- Responsible for a selection of assigned clients- Guide and direct infrastructure-related escalations - Build strong relationships with internal resources and clients- Interact with service delivery teams to help resolve issues- Provide technical excellence across the client\'s infrastructure- Understand end-to-end core technical blocks for all clients under the Site Focal purview- Drive technical efficiencies, stability and security within the client\'s infrastructure- Provide operations-specific guidanceIncident Management- Monitor SLAs for the client being aware of and adhering to incident SLAs- Manage the flow of tickets in and out for the client Change Management- Follow and adhere to all change management processes- Ensure change requests are duly approved by CAB before they\'re implementedTicket Queue Management-Actively examine and re-prioritize tickets- Research and follow-up on aging, stalled and pending tickets- Ensure no tickets are left without an owner resulting in the danger of an SLA breachInfrastructure Health and Performance- Maintain a complete view of the client infrastructure and proactively identify performance bottlenecks or stability issuesEscalation Point Resource- Provide guidance and direction during major incidents regarding resources & information - Monitor the trouble tickets and communicate with the applicable assets regarding the status of the open technical issuesDocument Management- Ensure technical documentation exists and is supportive of a centralized service delivery model- Assist with the maintenance of support documentationCommunication and Client Expertise- Keep internal resources up to date on any technical developments at the client site- Participate in client-facing meetings- Play an active role in determining the direction of the client\'s technology roadmap