Operations

• Perform day-to-day TSD operations ensuring 24x7 coverage, real-time queue management, and adherence to performance objectives
• Lead supervisors, coordinate escalations and operational events, and ensure timely reporting and after-action reviews
• Schedule and supervise staff; ensure supervisory coverage on all shifts and at least one supervisor in commuting distance of each site
• Monitor call, chat, email, and ticket workflows; rebalance resources to meet or exceed AQLs
• Identify, escalate, and document operational events; provide timely notifications and after-action reports
• Ensure adherence to procedures and performance reporting; drive continuous improvement with stakeholders
• Support onboarding/offboarding and BI package submissions; coordinate with Program Manager on risks/issues
• Handle ad-hoc or recurring onsite reporting as required

Operations Manager – Technology Service Desk

Operations Coordinator

Global Director – Grid Services Operations

Global Director – Grid Services Operations

Technical Operations Analyst

Operations Analyst