IT Operations Tech III

IT Operations Tech III Department: Operations Team: Operations Location: San Francisco, United States Type: Full-Time **About the Role** Uber Engineering is a high-performance culture marked by perseverance and hyperproductivity. We’re looking for team players with natural customer service intuition who can work harder, faster, and smarter while taking technical excellence to a whole new level. You should be pumped about building a global transportation marketplace that spans a wide range of cities — varying from 100,000 to 10 million people in size — with unique regulatory, technical, and business requirements. L3 Service Desk Support Leads at Uber are expected to think beyond the ticket queues. You will be expected to work cross-organizationally to help develop and implement global service desk procedures and policies. Leads at this level have project management experience working with globally distributed teams, and your work will influence change that affects one or more adjacent orgs within the company. Here’s your chance to be a part of Uber history! **What the Candidate Will Need / Bonus Points** \-\-\-\- What the Candidate Will Do ---- What you’ll be doing: 01. Resolve escalated tickets 02. Complete manager assigned projects 03. Consistently demonstrates a positive customer service demeanor 04. Contributor on Global Tech Services and Service Desk initiatives 05. Advanced understanding of key IT systems (Google, Okta, Box, AD) 06. Escalation point for L1’s & L2’s 07. Responsible for internal and external facing documentation 08. Analyze Service Desk data for support trends and areas for improvement 09. Ensure team procurement follows logistics team guidelines 10. Mentor Junior team members 11. Train L1 & L2 Technicians, New and Continued product specific trainings 12. Own the on-going L2 training program, including development, documentation, scheduling and implementation \-\-\-\- Basic Qualifications ---- 01. Ability to script and code (e.g., Python, Bash) to automate routine IT tasks and enhance operational efficiency. 02. Familiarity with foundational AI concepts