It Service Management
- Orange Egypt
- Cairo, Cairo Governorate, Egypt
وصف الوظيفة
Job Description
- Provide 1st level of technical support & Incident management as Ticket creation, update, escalate and close incidents.
- Proactive and reactive monitoring of the infrastructure devices / services and alert on performance trends that may adversely affect the service.
- Diagnose issues and take preventative steps to clear issues.
- Analyze events generated by systems, review/filter the alerts and determine/classify them for relevancy and urgency.
- Perform troubleshooting and incident response on the systems.
- Creates new trouble tickets for alerts that signal an incident and require Tier 2 / Incident Response review.
- Trigger Major Incident procedure when needed.
- Communicate with field engineers and third-party vendors responsible for resolution.
- Create define and update custom ticketing reports and ticket categories.
- Update custom ticket priority or status.
- 3+ years of total experience in related role.
- Hands on experience with ITSM BMC Remedy.
- Good Knowledge of Incident Management Process and Lifecycle.
- Good Knowledge of SLA/KPIs.
- Relevant IT certifications (or equivalent training/experience).
- Understanding ITIL/ITSM guideline.
- Understanding of IT Infrastructure & Virtualization concepts.
