Requirements:

• Relevant degree
• ITIL certification
• Relevant technical certifications (CCNA, CCNP, SDWAN, Cloud etc.)
• Fundamental knowledge of Azure, AWS, SAP, and Linux
• Previous team lead/management experience
• Experience in customer support services
• Demonstrated experience in implementation of continual service improvement (Through automation, process enhancements etc.)
• Demonstrated experience in organizational change management (transformational experience)
• Monitors the work queues and provide support to clients where the install is highly technical.
• Works independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents.
• agreed SLA and OLA
• Provide support to all escalated incidents.
• Act as emergency support contact as needed, for critical client and business impacting issues
• Use operational and diagnostic procedures to resolve escalated installs in unique and complex client.
• Coach and mentor, juniors and L4 teams offering technical expertise and pushing work.