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Tier-1 brand, metro location, and a common mid-level managed-services role increase candidate competition.
Skills are transferable across industries but require domain-specific ITIL/operations experience, so moderate sensitivity.
Requires specific managed-services skills (ITIL, ServiceNow, vendor experience) but lacks explicit years, so medium strictness.
Maintain and support client IT infrastructure by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.
Manage work queues, handle incidents and requests within SLAs, update tickets, execute changes with risk mitigation, and assist in disaster recovery tests.
Collaborate with teams and clients for second-level support, audit tickets for quality, recommend improvements, identify automation tasks, and handle client escalations professionally.
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: On-site. Work Experience Required: Not explicitly mentioned in the JD.
Experienced in cross-technology managed services with focus on incident and problem management within SLAs.
Effective communicator able to work across different cultures and social groups and collaborate with multiple teams and vendors.
Capable of working under pressure, adapting to changing circumstances, and contributing to process optimizations including automation and change management.