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Job Description
Structured overview of role & requirementsAbout This Role
Manage escalated complex technical incidents across multiple technology domains (Cloud, Security, Networking, Applications, Collaboration) to ensure client IT infrastructure remains operational.
Provide fourth-line support and proactive resolution, including investigating, documenting, and sharing solutions to empower teams and meet SLAs.
Participate in change management, project work, and process improvements to optimize services, including disaster recovery functions and automation initiatives.
Minimum Requirements
Bachelor's degree in IT/Computing or equivalent work experience.
Advanced experience in Managed Services with deep technical skills across multiple infrastructure technology domains.
Proficiency with ticketing tools such as ServiceNow and extensive vendor management experience.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in handling complex cross-technology infrastructure issues with strong change management skills and risk mitigation expertise.
Ability to work effectively in multicultural environments with client-focused communication skills and resilience under pressure.
Familiarity with IT industry standards, emerging technology trends, and proactive process improvement orientation.