Description
The department is responsible to operate internal tools for managed services projects for large scale telecoms clients. The applications are used worldwide and 7x24 hours per day. Therefore, the team has to provide OnCall service to the users.
The client uses their own ticket system to document all work. The end users will create incidents or changes they need in our tools direct in ITSM. The manager will then assign related tasks to the team members.
- This position is mainly responsible for operation, maintenance and technical problem solving of the ticketing management application (like BMC Remedy ITSM and others).
- She/He is in charge of resolving incidents reported ie by Incident Tickets in a given time frame depending on the severity of the incident.
- She/He interacts with the GNOCs and all different User communities. This covers also project coordination as well as regularly review meetings with user communities and alignment with development team and external vendors.
- Proofed experience in a support environment, preferable in telecommunication:
Experience
- Experience in Administration of BMC Remedy ITSM Products (incl. IM, PM, CM, SLM, KM, CMDB, etc.)
- Good communications and documentation skills
- Strong written and verbal communication skills in English
- Professional and positive approach
- High achiever and self motivated
- Team player, and able to work on own initiative
- Culturally adaptable and flexible
- Ability to assimilate quickly and act decisively
- Willing to travel