Provide 24×7 IT operations by partnering with various service towers of CIS. Own and run multiple ITSM processes like Major incident, Change, etc. Focus is to amplify our service tower SMEs’ potential by providing proactive monitoring and management of our MAS and SaaS customers in addition to reactive incident, request and event management.
Monitor critical incident and request dashboards or queues.
Provide prompt review and response to customer (external & internal) reported incidents and/or requests.
Resolve incidents and fulfill requests utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, and excellent documentation skills.
Using work instructions, knowledge bases, and run books support a broad set of hosting technologies including the SAS platform, operating systems, and other supporting IT infrastructure.
Drive customer first approach in all service interactions in a dynamic environment while managing competing demands.
Facilitate Major Incident Management processes when required.
Ensure the daily work meets departmental and audit/compliance standards, including compliance with service or operational level agreements.
Coordinate effective knowledge transfer during shift turnover when required.
Work with the team, management, and SAS Service Owners to create, maintain, and improve the documentation needed by the team for successful execution of daily tasks.
Work in day, evening and night shifts on monthly rotating schedule including weekends and holidays.
Responds to priority tickets independently, sometimes requiring assistance and guidance from others.
Might document procedures for SAS employees or for internal team use, as assigned.
Might assist in longer scheduled/process-based deliveries.
Begins developing areas of expertise.
Knowledge, Skills and Abilities
Basic understanding of various IT Service Management practices and processes.
Basic understanding of operating systems and client systems solutions.
Shows increasing ability to debug problems and escalate issues appropriately.
Is proficient in the use of departmental tools
Excellent customer service skills.
Ability to work in a strong team environment as well as independently.
Works on problems of moderate scope where analysis of situations or data requires consideration of a variety of factors.
Exercises some independent judgment to determine appropriate action.
Builds productive internal/external working relationships.
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