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Strong employer brand, metro location, broad generalist L2 managed-services role attract many applicants.
ITIL, incident management and ticketing skills are broadly transferable across industries.
Requires ITIL, ServiceNow and managed-services skills but no explicit years, so moderate screening.
Maintain clients' IT infrastructure by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.
Manage work queues and handle incidents and requests within agreed SLAs, including ticket updates and escalation handling.
Execute changes with risk mitigation, contribute to change management, audit tickets for quality, and identify automation opportunities.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Bachelor's degree in IT/Computing or equivalent work experience.
Familiarity with ticketing tools (preferably ServiceNow) and ITIL processes, including vendor and third-party coordination.
Workplace Requirement: On-site. Notice period not explicitly mentioned.
Experience working in cross-cultural environments with effective communication skills.
Ability to manage changing circumstances, work longer hours when needed, and operate under pressure.
Demonstrated client-centric approach focusing on understanding and meeting client requirements.