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Tier-1 employer, metro location, common managed-services L2 role yields high applicant density.
Managed-services and ITIL experience transfers across industries but requires domain familiarity.
No explicit years but requires ITIL, ServiceNow, vendor experience and L2 managed-services skills.
Maintain and proactively monitor clients' IT infrastructure and systems to quickly identify and resolve technical incidents, ensuring service restoration and client satisfaction.
Manage work queues and ticketing systems (preferably ServiceNow) to address incidents and requests within agreed SLAs, including change management and documentation.
Collaborate with multiple teams for second-level support, audit tickets for quality, recommend process improvements, and participate in disaster recovery functions and testing.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Familiarity with ticketing tools (preferably ServiceNow) and ITIL processes, including working with vendors and third parties.
Bachelor's degree in IT/Computing or equivalent work experience.
Workplace type: On-site. Work Experience Required: Moderate-level experience, specific years not explicitly mentioned.
Experienced in cross-technology managed service environments with operational responsibility for incident and change management under SLAs.
Capable of working under pressure with effective communication across diverse cultures and stakeholders.
Able to adapt to changing circumstances, including working longer hours when necessary, with a client-focused approach.