IT Escalations Engineer

At Skillsoft, we are all about making work matter. We believe every team member has the potential to be AMAZING. We are curious, agile and most of all, true. Join us in our quest to democratize learning and help individuals unleash their edge.

Skillsoft is currently looking to hire a full-time, permanent IT Escalations Engineer to join our growing team.

This role will focus on managing and resolving escalated IT issues, ensuring minimal disruption to business operations. Responsibilities include overseeing critical incident management, problem management, operations escalations, and SLA breaches. The IT Escalations Engineer will work closely with various teams to facilitate issue resolution and implement processes to prevent future escalations.

The ideal candidate will have a robust background in IT incident and problem management, with extensive experience in handling escalations and driving operational excellence. This role is pivotal in managing and resolving escalated IT issues, ensuring minimal disruption to business operations. Additionally, the successful candidate will be responsible for creating, updating and implementing effective processes to enhance overall efficiency.

Incident and Problem Management:

• Coordinate the resolution of escalated IT issues promptly and effectively.
• Own and drive the critical incident management process.
• Coordinate with various teams across the organization.
• Develop and maintain escalation procedures.
• Analyze trends to identify root causes of recurring issues.
• Ensure compliance with SLAs and minimize operational disruptions.

Operational Excellence Enhancement:

• Drive operational excellence within IT operations.
• Support the development of operational excellence via process, technology, and people development.
• Create a programme and culture of continuous Improvement.

SKILLS & QUALIFICATIONS:

• Bachelors degree in computer science or engineering, or at least 8+ years of experience in a similar position within the IT industry.
• Incident and Problem Management: Expertise in managing and resolving IT incidents and problems, ensuring minimal disruption to business operations.
• Communication and Coordination: Excellent communication skills to coordinate with various teams and stakeholders, ensuring clear and effective information flow.
• Continuous Improvement: Ability to foster a culture of continuous improvement by regularly reviewing and refining operational processes.
• Mentorship: Capability to provide mentorship and guidance to junior team members, supporting their professional growth.
• ITIL Processes:Familiarity with ITIL processes and best practices for IT service management.
• Experience: Proven experience in IT incident and problem management, with a track record of handling escalations effectively.
• Soft Skills: Strong interpersonal skills, a positive attitude, and the ability to work under pressure and manage multiple priorities.