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Job Description
Structured overview of role & requirementsAbout This Role
Maintain and ensure smooth operation of clients' IT infrastructure by proactively monitoring, identifying, and resolving technical incidents and problems.
Manage work queues to address incidents and requests within agreed SLAs and document actions taken in tickets.
Collaborate with internal teams and clients for second-level support, execute changes with risk mitigation, and assist in disaster recovery and automation initiatives.
Minimum Requirements
Moderate experience in managed services handling cross-technology infrastructure.
Knowledge of ticketing tools, preferably ServiceNow.
Familiarity with ITIL processes and experience with vendors and third parties.
Bachelor's degree in IT/Computing or equivalent work experience; Work location: On-site.
Ideal Candidate Profile
Experienced in cross-technology managed services roles with operational incident and change management responsibility.
Able to work extended hours when necessary and adapt to changing circumstances effectively.
Effective communicator with ability to work across different cultures and social groups, maintaining client focus and professionalism under pressure.