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Tier-1 brand, mid-level generalist L2 role, and metro location increase applicant competition.
Infrastructure/VMware skills are industry-transferable but domain-specific, giving medium background sensitivity.
Mandatory VMware, ITIL, ServiceNow and managed-services skills raise filtering but no explicit years, so medium strictness.
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Manage and resolve technical incidents and service requests within agreed SLAs across cross-technology IT infrastructure.
Collaborate with teams and clients to provide second-level support, execute controlled changes, and contribute to change management with detailed documentation.
Audit tickets for quality, recommend process improvements, identify automation opportunities, handle client escalations, and assist in disaster recovery functions.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Proficiency with ticketing tools, preferably ServiceNow, and knowledge of ITIL processes.
Bachelor's degree in IT/Computing or equivalent work experience.
Workplace type: On-site.
Experienced in cross-technology managed services with a focus on operational incident and change management.
Skilled in coordinating across multiple teams and vendors with the ability to document and audit service processes effectively.
Comfortable working under pressure, adapting to changing conditions, and committed to client-centric service delivery.