IT Support

Role & responsibilities

• Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers
• Own and manage the service restoration process of high-priority incidents.
• Completing initial triage of the issue, assembles the resources necessary to achieve the resolution of Major Incidents
• Responsible for leading and driving Major Incidents until resolved.
• Document troubleshooting efforts performed by various resources in the ticketing tool.
• Manage business notifications and escalations as per the process
• Initiate a problem record / coordinate with functional teams for root cause analysis or a permanent fix
• Coordinate emergency changes required to fix production impacting or production at risk situations
• Drive governance around problem management to ensure that a problem ticket is opened, escalated, updated, and closed in a timely manner
• Prioritizing and managing several unresolved problems at the same time
• Communicating with functional teams and leadership through various channels (e.g., phone, email, chat) until their technical issues get resolved
• Collaborate with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement • Define scope, develop plan, track and monitor progress for the projects assigned • Share regular project updates and status with leadership and relevant stakeholders. • Drive process improvements and promote project management best practices.

Preferred candidate profile

• Bachelors Degree
• ServiceNow knowledge
• Minimum 3 years of relevant experience in Major Incident management.
• Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees
• Experience in project management is preferred and will be an added advantage
• Excellent communication and multitasking skills
• Active listening – diligently pay attention to understand the issue / problem and maintain documentation for all the service delivered
• Confident to ask questions and make decisions to escalate incidents to higher management as required
• Demonstrate ability to work well under pressure
• Ability to work in fast paced self-directed environment
• ITIL V3 or ITIL 4 Foundation certification and good understanding of ITIL concepts
• Good understanding of software / hardware platforms, Operating system, network, and voice infrastructure.
• 24x7 support model and rotational shifts.