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Tier-1 brand, popular generalist role, metro location, and broad cross-technology requirements increase candidate competition.
Role requires specific managed-services and ITIL experience, moderately limiting transferability across industries.
Mandatory cross-technology managed services, ITIL, and ServiceNow experience imply moderate screening rigor.
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Maintain and support clients' IT infrastructure by proactively monitoring, identifying, investigating, and resolving technical incidents to ensure service continuity.
Manage and prioritize work queues, address incidents and requests within SLAs, and document actions taken in ticketing tools such as ServiceNow.
Collaborate with cross-functional teams for second-level support, execute risk-mitigated changes, contribute to change management, and participate in disaster recovery activities and automation initiatives.
Moderate-level experience in managed services handling cross-technology infrastructure.
Bachelor's degree in IT/Computing or equivalent work experience.
Familiarity with ticketing tools (preferably ServiceNow) and ITIL processes; experience working with vendors and third parties.
Workplace type: Hybrid working; Work Experience Required: Not explicitly mentioned in the JD; Notice period: Not explicitly mentioned in the JD.
Experienced in supporting and troubleshooting cross-technology IT infrastructure environments in a managed services context.
Capable of working under pressure, managing client escalations, and effectively communicating across different cultures.
Practiced in change management, documentation, quality audit of incident tickets, and driving efficiency through automation and process improvements.