AMISEQ
Description:
Skills for this position include but not limited to:
Operational Support – Queue Management
- Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets.
- Operational Support – Incident and Service Request Management
- Review submitted incident tickets to ensure completeness of information.
- Provide basic triage and assign to Tier 3 specialists as required.
- Monitor tickets to ensure compliance with service level targets.
- Provide support in closing/resolving tickets where required.
- Provide reports on status of assigned tickets.
- Provide historical reports on volume, performance, trends, etc.
Operational Support – Service Request Fulfilment
- Complete standard service requests in support of SUS clients such as:
- Password administration
- Account administration (add/delete/modify)
- Access to tools such as monitoring, automated deployment, log analysis, etc.
Operational Support – Change Management
- Review assessment tasks on new CRQs to ensure compliance with SUS standards.
- Assign tasks to support specialists as required.
- Monitor tasks to ensure alignment with CRQ deadlines and change management processes.
- Provide support in closing tasks where required.
- Provide reports on status of assigned tasks.
- Provide reports on scheduled CRQs impacting SUS.
- Provide historical reports on volume, performance, trends, etc.
MUST HAVE
- 2+ year’s experience in ITIL Service Management
- Incident – Basic triage and assessment with assignment to Tier three
- Queue management – Assignment of tickets.
- Change management – Creation and management of Change Requests
- Configuration management – Management of component inventory
- 2+ year’s experience in Operational Support
- Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible
- Experience with enterprise Data Analysis / visualization tools like Power BI