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Job Description
Structured overview of role & requirementsAbout This Role
Maintain client IT infrastructure by proactively monitoring, identifying, investigating, and resolving technical incidents and problems to ensure service continuity.
Manage incident and request work queues within agreed SLAs, including ticket updates and quality auditing to improve service delivery and identify automation opportunities.
Collaborate closely with teams and clients for second-level support, handle client escalations, execute change management processes meticulously, and assist in disaster recovery functions and testing.
Minimum Requirements
Moderate-level experience in managed services roles handling cross-technology IT infrastructure.
Proficiency with ticketing tools, preferably ServiceNow, and familiarity with ITIL processes.
Bachelor's degree in IT/Computing or equivalent work experience.
Workplace is on-site; ability to work longer hours and adapt to changing circumstances as needed.
Ideal Candidate Profile
Experienced in cross-technology managed services with operational responsibility for incident management and problem resolution.
Skilled in coordinating with multiple teams and clients across cultures for smooth communication and escalations handling.
Capable of contributing to process improvements, automation initiatives, and disaster recovery efforts while maintaining quality and compliance with change management standards.