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Tier-1 brand, generalist L2 managed-services title, and metro location increase applicant competition.
Managed-services and IT operations skills are broadly transferable across industries, so background sensitivity is low.
No explicit years but mandates ITIL, ServiceNow, vendor management and managed-services experience, creating moderate filters.
Proactively monitor, identify, investigate, and resolve technical incidents and problems for client IT infrastructure in a managed services environment.
Manage work queues, address incidents and requests within SLAs, update tickets, execute changes and contribute to change management documentation.
Collaborate with teams and clients for second-level support, handle escalations, assist in disaster recovery tasks, and recommend process improvements and automation opportunities.
Moderate-level experience in managed services 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: Moderate-level experience in managed services roles.
Experienced in managing cross-technology infrastructure within a multi-vendor environment with incident, change and request handling.
Effective communicator adept at working across different cultures and social groups, with client-focused mindset.
Capable of handling high-pressure situations, adapting to changing circumstances, and supporting continuous improvement and automation initiatives.