Brian Brito Email & Phone Number

Denver, Co, Us

Denver, Co, Us

United States

Lakewood, Co

‐ Manage the performance of services to customers (24 x 7, 365 days per year), ensurethat service levels are achieved in line with contracts and that customers expectations aremet or exceeded;‐ Ultimate responsibility for ownership of all customers incidents or logged servicerequests;‐ Track the incidents to conclusion in line with SLAs and quality standards;‐ Manage critical customers incidents, associated to customer communication, activitiesand any appropriate escalations;‐ Provide information about incidents analysis and KPIs;‐ Build services relationship with customers and conduct service reviews for keycustomers. Review performance reports, service improvements, service quality andprocesses;‐ Provide management and performance reports. ‐ Manage and collaborate with third party suppliers and ensure that their performanceand provision of services and quality are in line with our expectations and enable us tomeet or exceed service levels;‐ Measure, monitor and work to drive down incident levels. This will relate to Product andCustomer problems. Ensure that the Service Desk actively participates in improving theusability and reliability of services;‐ Ensure that practices and processes exist and when it is possible are standardized andrepeatable. Ensure that these ones are continually improving and produce business casesto support team activities;‐ Identify and implement improvements to the Service Desk incident logging system inorder to provide a more effective and efficient service to customers;‐ Ensure that the Service Desk is fully using appropriate knowledge management toolsand practices in order to provide a more effective and efficient service to customers;‐ Contribute to the success of the business and assist in improving the overall customersexperience within the team;‐ Ensure that the strategy and business plan are understood by all the team;‐ Meet goals and KPIs as set by the line manager

· All Service Desk Client On-Boarding's· Monthly, Weekly, and Daily operational reporting· Work with Service Desk agents to analyze and asses the criticality of tickets and escalate accordingly.· Facilitate all Critical and High Priority incidents to ensure centralized communication with upper management as well as utilizing standard templates to create communications to alert users of issues and to provide ongoing updates.· Assist Incident Manager with reporting and governance monitoring.· Assist Incident Manager with running SPINs and major incidents procedures.· Triggers and ensures Management or Technical Escalation process is followed in case of technical crisis. Debriefs in real time and reports to management on incident resolutions.· Sets appropriate incident priorities, escalates blocking issues, and provides problem direction to technical teams.· Continuously informs all stakeholders on the status of problems through resolution of issues.· Provides technical and customer impact analysis of Critical and High Priority incidents.· Ensures knowledge transfer to colleagues and defines training needs, defines /updates /creates work methods in order to maintain a high quality level of Knowledge expertise. Suggests and implements changes to procedures and work methods to continuously improve efficiency and communication.· Proactively monitor daily ticket activity identifying trends and potential problems.· Facilitate Daily Service Review with Service Desk agents.

Greater Denver Area

• Confer with conductors or traffic control center personnel via radiophones to issue or receive information concerning stops, delays, or oncoming trains.• Inspect locomotives to verify adequate fuel, sand, water, and other supplies before each run, and to check for mechanical problems.• Interpret train orders, signals, and railroad rules and regulations that govern the operation of locomotives.• Monitor gauges and meters that measure speed, amperage, battery charge, and air pressure in brake lines and in main reservoirs.• Observe tracks to detect obstructions.• Operate locomotives to transport freight or passengers between stations, and to assemble and disassemble trains within rail yards.