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Tier-1 brand, generalist L2 role, and metro location create high competition.
Infrastructure and ITIL experience transfer across industries but require domain-specific skills, so medium sensitivity.
Requires ITIL, ServiceNow familiarity and infrastructure experience, producing medium strictness.
Proactively monitor and resolve technical incidents across cross-technology IT infrastructure, ensuring services are restored within SLA.
Manage and update tickets in ServiceNow, perform second-level support, and collaborate with teams and clients for incident and change management.
Identify and log issues early, contribute to process improvements including automation initiatives, and assist in disaster recovery testing.
Bachelor's degree in IT/Computing or equivalent work experience.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow, and familiarity with ITIL processes and vendor management.
Workplace type: On-site. Work experience required: Not explicitly mentioned in the JD.
Experienced in cross-technology managed services with hands-on incident and change management capability.
Comfortable working under pressure and managing escalations, with demonstrated ability to communicate across cultures and teams.
Able to plan and adapt to changing project circumstances and extended work hours when necessary.