Senior Support Engineer, ITIL

Information Security Responsibilities

• Awareness on information security measures such as acceptable use of information assets, malware protection, password security
• Understand and report security risks and how they impact the confidentiality, integrity, and availability of information assets
• Understand how data is stored, processed, or transmitted from a Data privacy and protection standpoint

Role and Responsibilities

• Manage and communicate all major incidents to appropriate stakeholders in a timely fashion
• Oversee technical and operational escalations, leadership, and resolution by working with Service Delivery Managers, Managed Services Engineers, and client staff
• Ensure process activities associated with major incident identification, logging, and categorization are complete and effective input to Problem Management and RCA activities
• Develop schedule and participate in on-call 7 x 24 rotation for major incident management coverage
• Provide ad hoc one-on-one MIM training to process users to ensure documentation is updated with complete explanations of resolutions and corrective actions taken, and that work is effectively prioritized and managed within SLA
• Analyze the performance of Incident Management; identify opportunities for continuous improvement
• Align support efforts with standard Service Level Agreement (SLA) reports and internal KPI reporting for each Managed Service client
• Make recommendations for incident resolutions to include in Knowledge Management Database (KMDB)
• Provide support to Managed Services and connecting points to other ITIL processes – coordination, reporting, audits, improvements
• Facilitate chronic issue management and resolution; provide resolutions and root cause analyses

Preferred Qualifications

• BS/BA degree or equivalent experience preferred
•  5+ years of hands-on experience in a Managed Services environment providing ITIL process coordination and support
• Fluent knowledge of ITIL processes, including incident, problem, change, service request, and knowledge management
• Excellent oral and written communication skills; the ability to understand, create, and update information from written or verbal communications
• A collaborative spirit: the ability to partner closely with Service Delivery Managers, process managers, technical support teams, and customers as needed