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Tier-1 brand, generic managed-services L2 role, metro location, and broad cross-technology requirements increase applicant competition.
Managed-services and ITIL skills transfer across industries but remain domain-specific, giving moderate background sensitivity.
No explicit years but requires ITIL, ServiceNow and managed-services experience, implying moderate shortlisting filters.
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Maintain and support clients' IT infrastructure by proactively monitoring, investigating, and resolving technical incidents and problems.
Manage work queues and ensure incident/request resolution within SLAs, updating tickets with actions taken and escalating as needed.
Collaborate with teams and clients for second-level support, execute approved changes, audit tickets for quality, and contribute to automation and disaster recovery activities.
Moderate-level experience in managed services handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow.
Familiarity with ITIL processes and vendor/third-party collaboration.
Bachelor's degree in IT/Computing or equivalent work experience; workplace is on-site.
Experienced in managing cross-technology IT infrastructure with operational accountability for incident management and change execution.
Comfortable working in on-site environments supporting multi-cultural teams and clients under pressure with client-focused communication.
Proven ability to adapt to changing circumstances, work extended hours when necessary, and participate actively in automation and disaster recovery processes.