Job Description
Responsibilities and Duties

• Experience in IT operations, incident management, or enterprise support in a 24x7 environment.
• Strong troubleshooting and analytical skills to diagnose and resolve issues quickly.
• Ability to manage multiple incident queues, dashboards, and communications tools simultaneously.
• Excellent verbal and written communication skills, including documentation of:
  • Persistent chat interactions
  • Email responses
  • INC tickets (Work Notes updates)
  • Shift handoff reports
• Proficiency in the following applications:
  • MS Outlook (rules creation, email filtering, prioritization)
  • ServiceNow (ESP) for ticket management and knowledge base searches
  • Dependable to work a consistent work schedule and adhere to shift coverage requirements.

Preferred Skills & Knowledge

• Familiarity with JIRA (for task tracking and workflow management).
• Experience with Confluence (for maintaining status reports and action items).
• Prior experience with eCables, EMS ecosystems, and enterprise monitoring tools.
• Familiarity with ESP Interactions, ServiceNow workflows, and enterprise ITSM practices.
• ITIL certification or similar incident management framework knowledge.