Job Description
DC ENGINEER – MONITORING:

  • Element layer tool Monitoring/Eye on Glass Monitoring
  • Experience in ServiceNow ITSM Platform wrt to ticket assignation
  • Identify hardware / software / network problem diagnosis / resolution

. Route problems to internal 2nd and 3rd level IT support staff.
. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
. Use the Incident Management System to document updates for incidents and work requests
. Responds to telephone calls, email, instant messages, and assigned tickets from users Assign work orders / incidents to appropriate support teams and follow up until closure.

  • Escalate complex problem to appropriate support specialists based on SOPs
  • Manage and maintain SOP
  • Knowledge of IM/PM/CM/KM
  • Participate in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Flexible to work in 24×7 shifts

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