First-line support of IT infrastructure and systems.
Responsible for assisting in software upgrades/updates/migration including OS, Tools and applications updates.
Coordinate problem tracking and resolution across multiple disciplines of hardware, networking, application and system software with teams in those disciplines.
Available and flexible to cover NOC days and on call basis.
Monitoring alarms-analyze, repair, dispatch.
Reporting server, network, and systems performance metrics.
Coordinate with third party hosting technical personnel.
Work closely with all technical service teams to implement strategies that will increase reliability, availability, and uptime for services.
REQUIRED SKILLS:
ITIL Foundation Certified.
Knowledge on ITIL, ITSM framework, Incident Management, Problem Management, Change Management and Administration of Ticketing/Monitoring tools (JIRA, Remedy, New Relic etc.)
Experience in documenting processes, escalation management, trouble ticket initiation and tracking and excellent problem data gathering skills.
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