Job Description
Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
This position is responsible for ensuring that incidents with potential or actual significant impact to the business are dealt with efficiently and with minimum disruption to the business or operations.
Acting as a point of escalation for high priority incidents
Ensuring the correct resources are working on the resolution of major incidents appropriate to the severity, and identifying when escalation is required and triggering such escalation accordingly.
Ensuring communications are sent to stakeholders at regular intervals and within expected timeframes.
Recording a detailed chronology of the incident for use in post incident reviews
Supporting a Follow the Sun approach collectively providing 24x7 coverage. Basic Qualification:
Has bachelor's degree in information technology, Computer Science or a related field, or equivalent education
Has ITIL Foundation or higher certification, strongly preferred
Has experience with ServiceNow ITSM or related ticketing tool, preferred
Able to work effectively under pressure and deadlines
Able to work independently and within a collaborative team-oriented environment
Has strong troubleshooting skills and deep understanding of technology problem-solving techniques and methodologies coupled with a strong sense of urgency.
Has strong technical, analytical, and problem-solving skills
Has sound judgment in decision-making.
Has excellent communication skills, both verbal and written, and is able to present IT concepts clearly and concisely to management and end users. Minimum 2 year(s) of experience is required
