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Tier-1 brand, common L2 network role, metro location, and broad cross-technology skills.
Infrastructure-specific skills but generally transferable across industries with managed-services context.
Requires ITIL/ServiceNow and managed-services experience but lacks explicit years, so moderate strictness.
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Monitor, identify, investigate, and resolve IT incidents and problems to maintain client infrastructure and service quality.
Manage work queues, address incidents and requests within SLAs, update tickets, and handle client escalations professionally.
Execute and document changes with risk mitigation, audit tickets for quality, recommend improvements, and support disaster recovery and automation efforts.
Moderate experience in managed services handling cross-technology infrastructure.
Familiarity with ITIL processes, ticketing tools (preferably ServiceNow), and working with vendors/third parties.
Bachelor's degree in IT/Computing or equivalent work experience.
Workplace type: On-site. Notice period: Not explicitly mentioned in the JD.
Experienced in cross-technology infrastructure managed services roles with a focus on proactive incident management and change execution.
Able to work across cultures and social groups with strong communication skills and client-centric approach.
Comfortable working under pressure, adapting to changing circumstances, and collaborating with automation teams and L1 engineers.