Job Overview
Responsibilities
* Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
* Obtain and record all significant efforts during the investigation and mitigation of a service outage
* Craft clear, concise summaries of triage and mitigation efforts and the current service state
* Identify and document significant milestones during the investigation and mitigation of a service outage
* Identify and document key stakeholders involved in the investigation and mitigation of a service outage
* Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
* Communicate with multiple stakeholders during service outage investigations via voice and chat
* Coordinate closely with peers and team leaders during complex or extended service outages
* Prepare postmortem documentation for the outage root cause analysis
* Respond to manual escalations and communications with the assistance of a senior team member or shift lead
* Monitor communication tools to track incoming incidents and assign them to the appropriate team member
Skills
* 1+ years of experience in IT support fields such as operations or service desk
* Experience in following procedures, gathering metrics, and monitoring automated and manual notifications
* Experience supporting enterprise-level applications, server hardware, databases, and networks
* Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira
* Demonstrated ability to respond quickly and follow complex processes in a dynamic environment
* Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations
* Highly motivated, detail-oriented individual contributor with outstanding organizational skills
* Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team
* Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards
* Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner
* Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays
Qualifications
* IT-related degree or certification
* Working knowledge of ITIL or a similar service management model
* Prior experience working in a large multinational team
Job Type: Full-time
Pay: €35,100.00 per year
Benefits:
* Private medical insurance
Work Location: Remote