IT Support Services

This IT Support Services position focuses on managing and coordinating incidents, driving problem management processes, and maintaining records. The role involves investigation, RCA, knowledge base maintenance, and continuous improvement of the problem management process. It requires proactive analysis and strong communication skills.

Requirements

• Manage and coordinate high-priority incidents, including initiating and leading bridge calls.
• Drive Problem and Knowledge Management processes.
• Initiate problem management for all P1 and P2 tickets.
• Validate incident reports.
• Perform trend analysis on critical services.
• Maintain records of all problem management activities.
• Support the continuous improvement of operational effectiveness and efficiency.
• Contribute to the Knowledge Management function.
• Ensure effective utilization and regular updating of the knowledge base.
• ITIL Certification is required