1. Day 1 Team Lead Opportunity in RI

    Role Title: Day One Team Lead

    Role Description:

    • The purpose of the Day 1 Support Model is to provide a “Warranty period” of heightened support between Deployment of a transformed location and standard BAU operational support
    • The goal is to bring additional focus and control to the snags, issues and any incidents that occur following deployment of a transformed location and to be able to provide effective communications and updates on progress to RBS and Client
    • Day 1 is defined as the first 10 working days post a successful deployment of a transformed location or until the location is considered stable and operating without faults
    • 10 working days will be piloted as the Day 1 period and adjusted as required after 1 month of operations
    • Some snags may still be outstanding at the end of the Day 1 period if they are longer term fixes or low priority, these will be managed via Day 1 to completion but the location support overall would move to BAU operations once stability is reached
    • The Day 1 team will be formed from a core of dedicated team members including representatives from all groups involved in post-deployment support and through a virtual team consisting of Client Deployment Mission Control, RBS Business Engagement and Client Operational staff
    • As the Day 1 Support team lead you will be responsible for management of a team of resources across platforms to resolves incidents that occur after day zero of site transformation
    • The role requires that you engage and communicate regular updates to the client’s business contacts on active incidents and problems, and act as an escalation point
    • You regularly perform quality assurance of the incidents and problem records updated by the team members reducing any breaches of the client’s processes
    • In addition you act as an interface into the NTP deployment and design teams to feedback trends and issues that we see within the warranty period of the transformations

    Key Responsibilities:

    • Managing issues that arise at transformed locations in the period post deployment for at least 10 working days until the exit criteria is achieved
    • Provide a Management Escalation Point for all Data/Voice Infrastructure Related Issues
    • Provide effective reporting and communications to manage the Day 1 incidents and snags
    • Ensure control is achieved over incidents and snagging list items, ensure correct prioritization and appropriate management of the issues
    • Identify repetitive faults or design level issues and escalate these appropriately
    • Engage Recovery Management when required for multiple or critical incidents that arise
    • Ensure confidence is achieved in the processes to manage post deployment issues across the RBS business and management

    Location: Providence, RI

    Duration: 6+months (chance to extend based on client needs)