IT Service Management
Job details
About the job It Service Management- Provide 1st level of technical support & Incident management as Ticket creation, update, escalate and close incidents.- Proactive and reactive monitoring of the infrastructure devices / services and alert on performance trends that may adversely affect the service.- Diagnose issues and take preventative steps to clear issues.- Analyze events generated by systems, review/filter the alerts and determine/classify them for relevancy and urgency.- Perform troubleshooting and incident response on the systems.- Creates new trouble tickets for alerts that signal an incident and require Tier 2 / Incident Response review.- Trigger Major Incident procedure when needed.- Communicate with field engineers and third-party vendors responsible for resolution.- Create define and update custom ticketing reports and ticket categories.- Update custom ticket priority or status.**Technical Skills and Qualifications**:- 3+ years of total experience in related role.- Hands on experience with ITSM BMC Remedy.- Good Knowledge of Incident Management Process and Lifecycle.- Good Knowledge of SLA/KPIs.- Relevant IT certifications (or equivalent training/experience).- Understanding ITIL/ITSM guideline.- Understanding of IT Infrastructure & Virtualization concepts.**(**Location ACUD on 24X7 shift bases **New Administrative Capital)
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