Job Description:
Summary
The role of the Lead IT Service Operations Specialist is to provide leadership to 1st level TCC team which supports internal IT teams via Service-now, SolarWinds, Uptrends tools.
Essential Duties and Responsibilities
Should be willing to work in 24/7 support
Ensure that all incidents, service requests and changes are logged into service-now ticketing tool, troubleshoot the incidents & follow-up till closure of the incidents
Monitor the IT infrastructure devices through SolarWinds monitoring tool, create tickets, troubleshoot & escalate to appropriate team till resolution
Monitor the web applications through Uptrends. create tickets, troubleshoot & escalate to appropriate team till resolution
First level of support in patch managements
Should have good windows & network L1 level troubleshooting skills
Responsible for ensuring incidents & service requests & changes are resolved within the agreed SLA’s.
Create, maintain & update system documentation where required as per ITIL standards
Provide monthly management information reporting on activities, performance & utilization.
Minimum Experience
Should have good knowledge in windows operating systems
Should have basic knowledge in any ITIL ticketing tool
Should have basic knowledge in incident management, request fulfillment, change management & problem management
Additional Requirements
Excellent interpersonal and communication skills
Should have highly vigilant
Should be more proactive
#LI-Hybrid
#LI-RE1
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
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