Role 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.
Must Have Skills :Infrastructure Service Management
Good To Have Skills :Service Management Governance
Job Requirements :
Key Responsibilities : ITIL V3/V4 Foundation Certified Responsible for Incident Life Cycle Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements Document troubleshooting steps and service restoration details
Technical Experience : Create and submit knowledge articles Provide specialized investigation and diagnosis of all Incidents and Service Requests Identify Problems Verify resolution with end-users and resolve assigned Incidents Escalate Major Incidents to the Incident and/or Problem Manager
Professional Attributes : Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator