• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. • Delivers services within defined SLAs, SLOs, and security/compliance requirements. • Completes/ensures completion of daily operational documentation and transfers knowledge to next shift. • Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. • Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate. • Completes assigned customer workload, including, but not limited to, investigation of issues or monitoring events, and assigning resources appropriately. • Ensures issues are communicated to customers in a timely and effective manner. • Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues. • Analyze data to identify trends and opportunities for service improvement. • Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented. • Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. • Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. • Engage in communication that drives understanding, alignment and informed decision making.