Job OverviewResponsibilitiesInternalize and utilize documented procedures, styles, and standards for a consistent incident management experienceObtain and record all significant efforts during the investigation and mitigation of a service outageCraft clear, concise summaries of triage and mitigation efforts and the current service stateIdentify and document significant milestones during the investigation and mitigation of a service outageIdentify and document key stakeholders involved in the investigation and mitigation of a service outageCoordinate with service engineers to identify additional support and quickly engage those resources when necessaryCommunicate with multiple stakeholders during service outage investigations via voice and chatCoordinate closely with peers and team leaders during complex or extended service outagesPrepare postmortem documentation for the outage root cause analysisRespond to manual escalations and communications with the assistance of a senior team member or shift leadMonitor communication tools to track incoming incidents and assign them to the appropriate team memberSkills1+ years of experience in IT support fields such as operations or service deskExperience in following procedures, gathering metrics, and monitoring automated and manual notificationsExperience supporting enterprise-level applications, server hardware, databases, and networksExperience using alerting, incident management, and work tracking tools like ServiceNow or JiraDemonstrated ability to respond quickly and follow complex processes in a dynamic environmentProven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situationsHighly motivated, detail-oriented individual contributor with outstanding organizational skillsStrong interpersonal and verbal communication skills, capable of working effectively within a diverse teamSuperior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standardsExcellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional mannerAbility to work as part of a 24x7x365 team with shifts that include weekends and public holidaysQualificationsIT-related degree or certificationWorking knowledge of ITIL or a similar service management modelPrior experience working in a large multinational teamJob Type: Full-timePay: €35,100.00 per yearBenefits:Private medical insuranceWork Location: Remote