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Tier-1 brand, mid-level generalist role, metro location, and broad required skills increase competition.
Core cloud, monitoring, and incident-management skills are transferable, though ServiceNow/ITIL add moderate domain bias.
Multiple mandatory platform skills and ITIL/ServiceNow expectations make screening stringent.
Provide Level 3 technical support for company platforms and cloud/web applications, managing incidents and escalations independently.
Collaborate with cross-functional teams to develop and improve tools and processes to reduce issue resolution times.
Mentor junior team members and maintain best practices in support service delivery.
Bachelor’s degree or equivalent in IT, Computer Science, or related field.
Relevant ITIL certification.
Seasoned experience in customer-facing technical support, including web development support and working with ServiceNow platform (ITSM, ITOM, CSM, FSM).
Workplace type: Hybrid; Work Experience Required: Seasoned experience (exact years not specified).
Deep technical expertise in cloud/web applications, network monitoring tools (SCOM, Solarwinds), SNMP traps, HTTP/HTTPS, databases, ITSM and ITIL processes.
Strong programming skills, especially in Java and ability to work with XML, JSON, RegEx.
Experienced in customer advocacy with excellent troubleshooting skills and ability to handle complex technical issues independently.