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Tier-1 brand and metro location increase competitiveness, but the backup-focused, managed-services niche moderates applicant density.
Role requires specific infrastructure and managed-services experience, making skills somewhat transferable but domain-biased.
Moderate due to required managed-services experience, ITIL/process knowledge, and ServiceNow familiarity.
Proactively monitor, identify, investigate, and resolve technical incidents and problems within clients' IT infrastructure.
Manage work queues, address incidents and service requests within agreed SLAs, update tickets with actions taken, and execute changes with risk mitigation.
Collaborate with teams and clients providing second-level support, contribute to change management, audit tickets for quality, identify automation opportunities, handle client escalations, and assist in disaster recovery tests.
Moderate experience in managed services roles handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow.
Familiarity with ITIL processes and experience working with vendors and third parties.
Bachelor's degree in IT/Computing or equivalent work experience; Workplace type: On-site.
Experienced in cross-technology managed services with demonstrated ability to work under pressure and handle client escalations.
Capable of collaborating across diverse teams and cultures, effectively communicating and managing changes and incidents.
Strategically oriented towards service quality improvement, automation identification, and efficient problem resolution within SLAs.