Investigate and troubleshoot client issues involving Enterprise Vault and Arctera eDiscovery Platform. Provide remote technical support, management, and monitoring; accurately log, categorize, and update incidents, problems, and service requests. Manage customer expectations, promote satisfaction, contribute to continual service improvement, and communicate effectively with clients and management while collaborating with colleagues.

Owns and continuously improves ITIL practices including Incident, Problem, Change, Request, and Knowledge Management. The role defines processes, monitors SLAs and KPIs, leads major incident and root-cause activities, drives continual service improvement, mentors service management staff, supports technical operations, and partners on tooling, compliance, capacity planning, and client service commitments.