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Tier-1 brand, metro location, generalist L2 managed-services role with broad skillset, increasing applicant competition.
Infrastructure and ITIL-focused skills transfer across industries but require managed-services experience, so moderate sensitivity.
Some mandatory skills (ITIL, ServiceNow, managed-services experience) but no strict years requirement.
Maintain clients' IT infrastructure by proactively monitoring, investigating, and resolving technical incidents and problems to ensure service continuity.
Manage work queues, adhere to SLAs for incidents and requests, and document actions taken in tickets thoroughly.
Collaborate with teams and clients for second-level support, execute change management processes, and assist in disaster recovery and automation improvements.
Moderate experience in managed services roles with cross-technology infrastructure support.
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.
Experienced in operational incident management and second-level support in managed services environments.
Capable of working effectively across cultures and with vendors, demonstrating strong communication skills.
Able to handle high-pressure situations, adapt to changing circumstances, and contribute to process enhancements and automation.