Responsibilities

• Develop and adhere to service level agreements (SLA’s) for Roadside and Travel requests
• Assess and support existing production systems and applications and give recommendations on how to maximize productivity by upgrading to newer and more robust technology solutions
• Develop guidelines and framework for vendor engagement to configure new systems and resolve production issues
• Lead and mentor a team of system analysts by providing goals, performance assessments and coaching to increase their level of expertise
• Lead major incidents by coordinating, communicating, and cooperating with various IT and Business teams
• Manage communications with vendors as part of incident management and implementations from an application support standpoint
• Manage the on‑call rotation schedule and serve as third‑level escalation for PagerDuty alerts across all Roadside/Trav...