Description

You will lead technical support operations and manage the end-to-end incident management process for business systems.

Responsibilities

• Direct team members on support priorities and oversee day-to-day user support operations.
• Execute the Incident Management Process during high-severity issues and investigate complex system escalations.
• Manage operational aspects of assigned projects and monitor implemented processes for performance.
• Identify system problems to recommend new controls and write improved technical procedures.
• Prepare technical reports by collecting, analyzing, and summarizing system data.

Required Skills

• 4+ years of experience in technical, analytical, or problem-solving roles.
• 4-5 years of experience in a service desk and business support environment.
• 2 years of experience leading small IT support teams and managing Major Incident Management processes.
• Hands-on experience with Salesforce.com (Service Cloud) including Objects, configuration, Apex, batch job execution, and Workbench.
• Proficiency with Microsoft Azure, Power BI, PowerApps, Teams, and SharePoint.
• Working knowledge of SQL and Azure Data Factory (ADF).
• Strong troubleshooting skills for end-user applications and business systems.
• Ability to work weekends and night shifts as required.
• Undergraduate degree in Computer Science or an equivalent field.

Preferred Skills

• Experience supporting large field sales or service teams.
• Basic knowledge of ServiceNow for ticket tracking.
• Software development experience.

Key Skills

Education

Any Gradute