Service Desk Manager role is dual responsibility role which selected candidate would perform with help of junior production engineers.
a. Production Lead
b. Service desk support
– 6+ years of production system support experience in the financial industry is preferred.
– Provide technical support for Linux jobs, web services, databases etc.
– Able to perform troubleshooting and through applying problem solving skills, to resolve technical and operational issues.
– Hands-On experience in writing bash scripts and database queries
– Experience in release management and deployment process
– Experience in Incident, Problem and Change Management
– Coordinate escalation and resolution of major service issues.
– Prioritize issues and allocate resources to resolve problems/incidents.
– Report promptly to management and business partners regarding critical outages until resolution.
– Arrange, assign, adjust and monitor shifts with junior resources.
– Highly motivated, results-driven, and able to multi-task.
– Service desk support
– Demonstrable experience providing both face to face and remote telephony based customer service and IT technical support.
– Experience with end user support, desktop support, and technical skills around Windows OS (configuration and deployment ) & Office 365 / hands on Office 365 admin panel.
– Experience working in a busy environment under pressure dealing with colleagues or customers that require help, advice and IT technical support.
– IT Service Management, IT End User or IT operational support experience desirable.
– Experience providing IT technical support in a windows environment working with desktops, laptops, tables, telephony solutions & smart phones.
– Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery.
– Knowledge of the ITIL framework (or equivalent), the IT support life cycle, associated methodologies and their practical application.
– Knowledge of Service desk and other relevant IT Service Management tool sets desirable.
– Extensive Experience troubleshooting network/application related issues from the end user level.
– Knowledge of VDI / Office 365 / MDM is a plus
Visit for more info Production Lead
Tagged as: COMPUTER AND IT