Technical Escalation Analyst

Technical Escalation Analyst

 

Basic Function: 

This is an analyst position that provides management for technical issues escalated from various groups in Global Technology Services (GTS). This includes both client problems and enhancement requests. This position will specialize in the DART ADAPT optimization product. Managing these issues generally requires DTG and/or Product Management action. Full ownership of managing the issue to resolution is expected.

 

This role is also responsible for coordinating releases with both Product Management and the DTG teams, including issue prioritization for the DART.

 A.Key Responsibilities

Performs a variety of complicated tasks including high level technical troubleshooting.

Represent GTS at assorted meetings. They would be responsible for the sharing of information obtained in these meeting globally across GTS, at times across the company and periodically to clients.

Manage Prioritization for DART issues for investigation and resolution.

Coordinates communications and course of action for crisis issues.

 B.  Required Skills/Experience

 

Ability to explain technical information to a non-technical audience.

This role will specialize in the DART ADAPT optimization product. A strong understanding of ad serving logic is required.

Ability to work on multiple projects simultaneously.

Demonstrates strong written and verbal skills.

Strong analytic and mathematic skills are required.

Experience with statistics is preferred.

Has the ability to lead meeting and communicate course of action.

Demonstrates flexibility in sharing team work load, including variable shift times and after hour?s duty when required.

Actively acquires the skills knowledge and abilities to meet job requirements and maintain professional competence.

Demonstrated willingness to receive constructive feedback and act constructively on it.