Key accountabilities and decision ownership

•    Working in shift bases available 24/7 with on call rotation.
•    Accountable for operation handling (Monitor and track ticket system, Escalations handling, email system, phone for incoming Incidents and Requests according to process)
•    Liaising with other support groups in assisting with the resolution of SRs where initial investigation does not resolve the customer’s incident.
•    Handling event management by keeping customers informed of all relevant service events.
•    Keep up to date with the new product versions and new releases to be able to support customers.
•    Insure to solve assigned Trouble Tickets (TTs) for the supported systems within SLA.
•    Responsible of transferring the knowledge to the first line of support & newcomers in the team.

Core competencies, knowledge and experience:

•    Different Cloud Services Knowledge (Microsoft, Google, AWS, other SaaS platforms, etc)
•    Networking Support Knowledge analysis of network problems (LAN/WAN)
•    Ability to drive performance of third party suppliers and Vendors.
•    Experience using (Jira/Confluence/oneITSM) is a plus.
•    Microsoft Office365 & Azure Certification is required and good understanding of cloud concepts.
•    Technical interpretation of technical error message retrievals & confident control of analysis tools.
•    Agile methodologies is a plus.

Must have technical / professional qualifications:

•    Bachelor of computer science / Engineering.
•    Strong Conversational English skill both oral and written.
•    3-7 years in IT Field, system administration, ITSM.
•    Strong Troubleshooting and problem solving skills.
•    Good understanding of the global cooperative team environment.
•    Very good analytical thinking skills, working under stress, Multitasking, Dynamic and Customer oriented.
 

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