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Tier-1 brand, generalist L2 role, metro location, and broad cross-technology requirements increase applicant competition.
Cross-technology infrastructure skills transfer across industries, but ITIL/process focus raises domain specificity moderately.
No explicit years but requires ITIL, ServiceNow, vendor experience and L2 skills, so moderate filtering applies.
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Maintain client IT infrastructure by proactively monitoring, identifying, investigating, and resolving technical incidents and problems at L2 support level.
Manage work queues to address incidents and service requests within SLA, document actions, audit tickets for quality, and recommend automation improvements.
Execute changes with risk mitigation, handle client escalations, assist in disaster recovery tests, and collaborate with teams for seamless second-level support.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow, and familiarity with ITIL processes.
Bachelor's degree in IT/Computing or equivalent work experience.
Workplace type: Hybrid; Work Experience Required: Moderate-level experience in managed services roles; Notice period: Not explicitly mentioned in the JD.
Experienced in cross-technology managed services with ability to handle technical issues under pressure and client escalations effectively.
Proficient in coordinating with different teams and vendors, documenting thoroughly, and improving processes including automation.
Capable of adapting to changing priorities and working flexible hours when needed, with effective communication across cultures.