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Tier-1 brand, metro location, generalist L2 role, and broad cross-technology requirements increase applicant competition.
Managed services skills and ITIL are industry-transferable, so background fit sensitivity is moderate.
No explicit years but requires managed-services experience, ITIL and ServiceNow familiarity, so filters are moderately strict.
Maintain and monitor clients' IT infrastructure by managing incidents and requests within SLA to ensure continuous service availability.
Provide second-level cross-technology support, including incident investigation, problem resolution, change execution, and disaster recovery assistance.
Collaborate with teams to enhance service quality by auditing tickets, recommending improvements, automating tasks, and handling client escalations.
Moderate-level experience in managed services roles handling cross-technology infrastructure.
Bachelor's degree in IT/Computing or equivalent work experience.
Experience with ticketing tools, preferably ServiceNow, and knowledge of ITIL processes.
Workplace type: On-site.
Experienced in cross-technology managed services with ability to handle multiple vendors and third parties.
Skilled in planning and executing changes with risk mitigation and documentation in a service management environment.
Able to work effectively under pressure, communicate across cultures, and prioritize client satisfaction.