Managed Services CMS Associate (Analyst) Command Center

A career in our Managed Services team will give you an opportunity to collaborate with many teams to help our clients implement and operate new capabilities, achieve operational efficiencies, and harness the power of technology

The Cloud Managed Services Operations team within Cloud Managed Services provides support to run the business including the following financial management, billing and collections, practice communications, business development and sales strategy support, practice budgeting, utilization and leadership support

Minimum Degree Required (BQ) *

Bachelor s Degree

Degree Preferred

Required Field(s) of Study (BQ)

Preferred Field(s) of Study

Minimum Year(s) of Experience (BQ) * US

Minimum of 1 year of experience

Certification(s) Preferred

Required Knowledge/Skills (BQ)

Role NOC/Command Center (Specialist/Associate Relevant Exp 1 Year to 5 years)

Job Responsibilities

Monitoring & L1

5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles

Initial triage of incidents related to Infrastructure (network router, switch, Meraki devices, access points, SDWAN ;server Windows & Linux etc

) & application issues using knowledge articles

Work on service requests (network device onboarding & offboarding, certificate management, alert enablement in SolarWinds etc

) following the documented process

Perform health check activities and monitor performances of infrastructure components & applications

Responding & resolving incidents within SLA

Making inbound & outbound calls with ISP & onsite tech team

Engage third parties (as required) to support resolution for Supplier Services

Engage other technical teams to support resolution for supplier services

Keep the incident updated as per discovery or end user information on real time basis

Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations

Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate

Initiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders

Send email communications and notifications during major incident bridges

Engage Incident commander/ supervisor/on call manager

Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge

Create problem tickets & outage records for major incidents

For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution

Must be willing to work in shifts, provide handover to next shift, send business readiness checklist

Key Skills and Experience

Handson experience on at least 1 ITSM tool (ServiceNow, Remedy, etc

,)

Proven verbal and written communication skills, which will be key in driving customer communication during critical events

Demonstrating proficiencies in at least one of the technology domains (preferably network)

Proven understanding of ITIL framework

Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management

ITIL 4 certification is a plus

Preferred Knowledge/Skills *

ITIL 4 certification is a plus