Description

Manage incident resolution, application stabilization, and root cause analysis to maintain operational efficiency.

Responsibilities

• Resolve incidents swiftly to minimize disruptions and reduce existing backlog.
• Perform continuous monitoring and optimize business application performance for stability.
• Conduct thorough root cause and incident trend analysis to recommend permanent solutions.
• Train and mentor level-1 support agents on daily operations.
• Document processes and provide technical support through diagnostic techniques and information gathering.

Required Skills

• 5+ years of experience with ITSM tools such as Remedy, ServiceNow, or similar CRM ticketing systems.
• 5+ years of experience with database query languages, specifically SQL and PL/SQL.
• 5+ years of experience performing tier 2/3 support and applying root cause techniques.
• 5+ years of experience communicating complex technical topics to non-technical audiences.
• 5+ years of professional verbal and written communication experience.
• 5+ years of experience in process documentation.
• 4+ years of experience providing remote support through diagnostic techniques.
• 4+ years of experience assisting with unit testing.
• Any Graduate degree.

Preferred Skills

• Experience working on projects utilizing Agile project management methodologies.
• Experience working within Health and Human Services.

Key Skills

Education

Any Graduate