.. knowledge set to assist in the productions for our onsite internal events and offsite external video production events. • Provide Audio/Visual systems tier 1 support as well as meeting support and end user training. • Supports Audio/Visual systems, new product testing/implementation • Administer .. read more
Desired Competencies (Technical/Behavioral Competency) Exp Range -
4-8 Must-Have
Incident Management/ITIL Manager : Should experience in Incident Management and ITIL process Should have experience in ITSM ServiceNow to manage Incidents , Change , Knowledge etc Should have experience in any monitoring tools such as SolarWinds , Dynatrace Should experience in Alert monitoring. Technical Support:
Provide high-level technical support and troubleshooting for complex issues related to our products, services, or systems. Issue Resolution:
Analyze, replicate, and resolve technical problems reported by customers or internal teams. Apply fixes or workarounds as needed. Escalation Management: Manage the escalation of issues to higher-level support teams (L2/L3) when necessary. Ensure proper handover and follow-up on escalated cases. Oversee the incident management lifecycle from detection to resolution, ensuring timely restoration of services. Ensure incidents are logged, categorized, and prioritized based on impact and urgency. Coordinate incident response activities and assign tasks to appropriate teams. Communicate status updates to stakeholders and manage expectations throughout the incident lifecycle. Conduct post-incident reviews to identify root causes and ensure continuous improvement.
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