Technology Service Desk Analyst
7 dni temu
We're seeking an experienced Infrastructure Analyst to join our technical operations team.
This role is part of a unified technical operations team that will consist of members from multiple disciplines (Network Operations, Server/Storage Operations, Digital Platform Support Operations) to form a team capable of providing monitoring and support to all WBD technical infrastructure and where relevant you will escalate to Tier 2/Tier 3 engineers across the globe.
Responsibilities:
- Monitoring all production networks and platforms in real-time using tools such as Pager Duty, SolarWinds, and ServiceNow.
- Vetting and escalating outages to Tier 2/Tier 3 engineers and 3rd party vendors.
- Resolving issues at the frontline or escalating to Tier 2/3 engineers and 3rd party providers.
- Writing outage notifications and raising tickets in ServiceNow, following the Incident Management process.
- Maintaining Knowledge Bases and writing processes to aid others in the future.
- Ensuring detailed shift handovers among colleagues.
- Providing support to the Duty Operations Manager in managing high-priority outages and stakeholder communications.
What We Look For:
- 1+ years of experience in administrative, troubleshooting, and technical support in a technology department.
- Flexibility to work early morning, evening, weekend, and overnight shifts.
- Experience working with Active Directory.
- Knowledge of ServiceNow, PagerDuty, or similar service management tools.
- Basic networking knowledge is a plus.
- Working knowledge of ServiceNow, MS Word, Excel, or similar computer software systems.
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