IT Operations Support Specialist

Role & responsibilities

• Responsible for driving incident resolution with full ownership post triage team for designated business groups
• Facilitate and process Service Requests and participate in project planning and coordination for their business group
• Monitor and communicate impacts and trends related to assigned business groups
• Maintain current knowledge of relevant technologies by participating in all stages of the lifecycle
• Manage individual capacity and balancing time between operations and initiatives, meeting expectations for ongoing resourcing processes
• Assist and collaborate with Tier 3 teams in problem and major incident management activities specifically identification, research, and initial vendor contact
• Participate in testing new technologies for impact analysis and transition to support operations

Preferred candidate profile

• Bachelor's degree or equivalent experience required; emphasis in a technical or a related field preferred
• Minimum of 2 years of related experience required; experience in a professional services environment and/or technical support role with strong remote support experience in an enterprise environment preferred
• Knowledge of ITIL Foundation required; ITIL Foundation certification preferred
• Strong troubleshooting, analytical and problem solving skills with proven ability to deliver results to remediate and resolve issues
• Understand, interpret and meet or exceed expectations for KPIs, SLAs and other IT Service performance metrics for performance, self-development and growth
• Proven ability to work effectively as a team member and as a self-motivated individual contributor delivering high quality work on time and with minimal supervision
• Proven ability to embrace and adapt to technology and business environment continual changes in order to ensure customer experience and adoption