Job Summary
This is a role in technology that forms the basis of one point of contact for all SLA customers. It involves continuously seeking solutions for current issues, proactively improving processes and tools while building people’s technical capacity to deliver on the team’s goals.
Duties and Responsibilities
Incident management: Fast and accurate detection and troubleshooting of issues to meet customer SLA
Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all
Timely escalation and follow through of support issues
Monitoring and knowledge management efforts to aid in faster issue detection and
Knowledge management for the support team through the identification of knowledge
Contributing towards training and forums for team Knowledge
Qualifications
At least 2 years’ experience working within a busy IT Service operations/Desk
Proficiency in Linux, MySQL is
Working knowledge of databases, networks and security standards and application development is a clear
Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or
Ability to win in a highly collaborative
Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4
BS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems, telecommunications).
Certification ITIL v3/4 will be an added advantage
How you will be measured
Prompt detection of the support issues
Quick and accurate troubleshooting and diagnosis of issues
Timely ticket resolution and closure within SLA
Adequate relevant knowledge in delivering service.
Accurate assignment and escalation of service issues
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Send your CV in PDF, email subject: Service Operations Senior Specialist (L2) Engineer to jobs@cellulant.com by 1st of April 2021Hiring will be done on a rolling basis. Only shortlisted candidates will be contacted.
Apply via :
jobs@cellulant.com
