The Lead Technology Operations Analyst is responsible for working and liaising with AGS Program Office (PO) Teams to successfully sustain and evolve the technologies critical to the success of AGS client programs. This position includes developing a strong partnership, expertise, and oversight with specific Technology Partners, to ensure they strive for world-class service and remain committed to continuous improvement in their products and services to help AGS achieve both short-term and long-term Client business objectives.
This position will be recognized as the technical subject matter expert for the specific technology, working on complex configurations & enhancements and providing strategic consultation or resolution to AGS PO, Clients, and Technology Partners. This role is an AGS Technology Operations strategic position meant to drive significant improvements in PO processes, technologies, operations, efficiencies, and profitability.
The Lead Technology Operations Analyst assists the Tech Ops Manager with team management, leading, and coordinating strategy and development of the Tech Ops team.
Responsibilities:
- Understands the business operations, goals, and strategies of all POs for their assigned VMS technology.
- Responsible for working and liaising with PMOs to successfully sustain and evolve the technologies critical to the success of AGS client programs
- Develops a strong partnership with VMS Technology Partners to align and lead them toward AGS client objectives, account goals, and priorities.
- Monitors AGS360 (Salesforce) tickets and performs ticket trend analysis to drive optimization/innovation and address training opportunities.
- Acts as VMS SME to identify areas of operational efficiencies and technology innovation for program improvements and growth.
- Provides strategic consultation and technology solutions to PMO and clients.
- Supports the team with PMO Tech Champ building content and hosting Tech Champ sessions.
- Identifies opportunities and leads the planning, facilitation, and communication activities for significant technology releases for assigned accounts and with the team to ensure quality.
- Acts as the escalation point for the POs about the VMS technology.
- Collaborates with other GBS team resources to better serve our POs and Clients.
- Establishes open communications with Technology Partners and PO teams.
- Provides best-in-class solutions and expertise for all technology support processes, incidents, and service requests.
- Facilitates and/or participates in client meetings around VMS technology issues, demos, or future service requests as required by the PO.
- Responsible for complex configurations and enhancements involving the VMS Technology, granting appropriate levels of documentation, planning, vetting, prioritization, and testing to ensure quality roll-out. Responsible for driving agreed-upon deliverables.
- Supports new implementations and expansions, ensuring VMS setup is done in alignment with best practices and stabilizes accounts after go-live.
- Performs quality Technology Solution Reviews to optimize current client delivery processes.
- Support team initiatives outside of account support (EBRs, strategic initiatives etc).
- Assists in the manager’s absence for team management.
- Leads and coordinates team strategy in partnership with the Manager
- Plays an active role in how technology solutions and team strategies are designed and delivered
- Responsible for the technical development of the Tech Ops team
- Acts as POC for Support Coordinators and Tech Ops Analysts in complex / escalations / technical support
- Elevated organizational relationships across operations and support teams, typically at the Manager and/or Director level.
