Job Description :
The Service Desk / Monitoring Analyst will serve in a 24/7 3 shift environment. This is an experienced level position for those that have acquired sufficient training and skills to serve customer systems monitoring and incident ingestion independently, as well as, manage major incident events and assist with other complex problems and projects
Provide Service Desk peers with guidance and training based on experience handling progressively complex questions and situations.
Process and enforce ticket handling and escalation policies and procedures.
Contribute to performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Provides tier 1 and 1.5 technical support in a technical call center environment by directly responding to customer concerns, requests and inquiries (via email, telephone, or support ticketing system)
Serve as team member in assessing and assigning priority level incidents.
Have business area application and systems support knowledge
Record incidents in the ServiceNow ticketing application in accordance with departmental procedures and work instructions.
Have experience with and Interact with monitoring and alert systems in support of applications and network. Tools such as AppDynamics (a plus) , Solarwinds, HP Sitescope / Openview
Assist operations support teams in incident management, problem management and root cause analysis
Understanding of ITSM and ITIL processes and governance
Experience with Service Mgmt tools such as ServiceNow (a plus) , Remedy, Service Center
2+ years of experience in a technical service support lead or supervisory capacity
2+ years of experience in monitoring operations center or enterprise service desk environments
Administrative or user experience with Monitoring systems
Available for 24x7 shift support
Ability to work overtime as needed