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Technical Services Team Lead

1 week ago

Manila, National Capital Region, Philippines HireRight Full time

Job Summary

This role will diagnose, triage, and escalate reported issues to appropriate teams utilizing in-depth product knowledge. The role will facilitate the resolution for business impacting incidents and service requests, while keeping customer satisfaction as the primary goal.

Key Responsibilities

  • Monitor HireRight proprietary production systems, platforms, and processes and use tools to troubleshoot and isolate issues.
  • Create site availability reports for customer SLAs and KPIs.
  • Troubleshoot, manage, and resolve production systems, platforms, and processes.
  • Identify network, system, and service issues separately from software source code errors.
  • Work with level 2 and 3 Technical Solutions Center staff and development team to troubleshoot issues, document software issues, application, and system issues.
  • Support all HireRight custom product/processes and software.
  • Communicate with internal users, Technical Client Advocates, and Technical support concerning case status, prioritization, and resolution plans.

Requirements