Monitoring Service Delivery Consultant- Level 3

Описание

Responsibilities: 
1. Incident Support:
- Independently monitor and restore application services within service level agreement.
- Align with the policies and processes defined.
2. Create the tickets to engage other support team.
3. Work on all P1/P2 production incidents of our capabilities: 
- Setup the collaboration conference call and virtual room for investigation and diagnosis.
- Ensure when escalation are required to engage the next level support or regional leadership.
- Align to communication standards including initiating, sending out, updating and closing.
- Engage other support team by tickets, phone call or other necessary methods.
- Investigate the incidents to ensure service is restored within SLA.
- Execute the preventative actions to avoid the incident from next happening.
4. Educate requesters to use the correct media to engage production support.
5. Monitor different communication channels and then prioritize, coordinate and assign to owner: 
- Incoming ALERT emails which notify the incidents based on email monitoring.
- Incoming emails from clients who report the issue by using email.
- Tickets created in Workflow Systems.
6. Proactively communicate with requesters on the updates, business impact and resolutions to ensure the customer satisfaction and to become a customer trusted advisor.
7. Execute the environment preventative actions based on procedures defined by global support.
8. On call requirement currently for the weekends on a shift rotational basis. 

Requirements:
- Bachelor degree in Computer science, Computer Engineering or equivalent
- 3-5 years’ experience within IT Operations, infrastructure services support 
- Strong knowledge of Windows Server, UNIX, Oracle, SQL Server, Shell Scripting, XML or .Net 4 framework
- Troubleshooting and debug
- Excellent communication skills
- Fluent English (verbal and written)
- Ability to follow processes
- Preferred to have ITIL Foundation Certification, Java, ASP/C#

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Профил:

Ние предлагаме

Вид заетост:
Непълен работен ден

Срок на заетост:

Договор:

Ниво в йерархията:

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. гр.София

Адрес:

София 1000, ул. Карнеги 11а

Дата:

09.01.2015

Организация:

Probook
Фирма/Организация - Директно търсеща служители

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