Night shift involved from 5:30 PM to 2:30 AM IST hours.
- Provide operational oversight to multiple D2OS Clients
- Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for clients
- Work closely with Service Delivery Managers to complete operational tasks.
- Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
- Assist in preparation and participate in weekly operations meetings for D2OS Clients as needed.
- Assist in preparing Operational reporting for the Monthly and Quarterly meetings.
- Manage Infrastructure Services Escalation bridges.
- Create and present Root Cause Analysis for Critical Incidents
- Work closely and support Process and Compliance leadership.
- Create and update documentation including Standard Operating Processes and Procedures
- Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues
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3+ years of Experience in ITIL Service Management practices, including Incident,
Change, Request, and Problem Management.
• Exposure to technology projects and project management.
Specialized Knowledge, Skills, and Abilities
• Advanced Skills in MS Office applications including Excel, Word, and Outlook
• ServiceNow and SharePoint experience is a plus.
• Ability to work independently and aggressively track incidents.
• Excellent documentation skills and attention to detail
• Ability to communicate well with customers and co-workers.
• Ability to work in a team environment
• Strong problem-solving and research skills
• Strong communication skills (written, verbal, and presentation)
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