Job Overview

Monitors and troubleshoots application issues, performing root cause analysis and ensuring timely resolution of problems.

Job Requirements

• Major Incident Handling:
• Facilitate the end-to-end major incident response process, ensuring quick resolution and communication across stakeholders.
• Act as a point of contact for all assigned major incidents, driving resolution and accountability.
• Ensure adherence to agreed service level agreements (SLAs) and escalation procedures.
• Incident Coordination and Communication:
• Facilitate incident response calls with technical teams and stakeholders.
• Provide timely and clear communication to leadership, customers, and affected business units.
• Issue post-incident reports and service updates to relevant parties.
• Root Cause Analysis & Problem Management:
• Collaborate with Problem Management to conduct root cause analysis (RCA) after major incidents.
• Recommend and track corrective actions to prevent recurrence of similar issues.
• Stakeholder Management:
• Build strong relationships with key business and IT stakeholders to ensure alignment on major incident response plans.
• Respond promptly to all requests from management for information and complete all assigned projects in a timely, accurate manner.
• Drive consistency in ITSM process execution across multiple actors.
• Continuous Improvement:
• Drive process improvements and lessons learned from incidents to enhance incident response effectiveness.
• Contribute to the refinement of ITIL 4-aligned processes, including incident, problem, and change management.
• Monitoring & Reporting:
• Maintain accurate documentation of major incidents, including timeline, actions taken, and final resolutions.
• Remote Support & Troubleshooting
• Provide remote technical support for desktops, laptops, printers, and peripherals.
• Troubleshoot and resolve network connectivity issues (Wi-Fi, VPN, LAN/WAN, DNS, DHCP).
• Support users with remote access tools (VPN clients, RDP, Citrix, etc.).
• Diagnose and escalate complex infrastructure issues to higher-level teams as needed.
• Maintain accurate logs and updates in the IT service management (ITSM) system.

What your background should look like

• Basic knowledge of ITIL 4 practices, specifically incident, problem, knowledge and change management.
• Familiarity with IT service management (ITSM) tools such as ServiceNow, BMC Remedy, Jira Service Management, etc.
• Understanding of IT infrastructure components (networks, servers, applications, cloud environments).

• Prefer hands-on experience in end-user support, Windows PC troubleshooting, and understanding issues involving multiple infrastructure components.

• Ability to interpret monitoring and alerting data to support troubleshooting efforts.

• Excellent verbal and written communication and interpersonal skills to engage technical and non-technical stakeholders.
• Ability to interface with all levels of people – customers, support personnel, management – effectively and efficiently.
• Strong meeting facilitation skills
• Strong problem-solving and analytical abilities under high-pressure situations.
• Leadership skills to guide diverse technical teams toward resolution.
• Conflict resolution and negotiation skills to manage competing priorities.
• Ability to remain calm and composed in crisis situations.

Desired:

• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced, 24/7 operational environment.
• Experience with Agile and DevOps environments is a plus.
• Industry certifications such as ITIL 4 Foundation, ITIL 4 are preferred.

Competencies