Responsibilities:

• Develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented process
• Communicate well and work cordially in global teams with teammates from different cultures and time zones.
• Adhere to standard procedures and suggest improvements if needed.
• Build the knowledge base and understand the various application service flows, products, services and support teams functions
• Manage high-impact, high-severity incidents with a focus on minimizing business disruptions
• Enhance technical skills through participation in ongoing training
• Operations environments require shift work, including weekends and holidays as requested or scheduled.
• Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solutions for client issues and resolve system problems quickly
• Coordinate and facilitate the resolution of major incidents with relevant teams.
• Track update and close all assigned requests in the incident management system
• Create Incident reports and ensure all incidents and changes comply with ITIL and operation policies

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This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

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-Bachelor's degree, OR 3+ years of relevant work experience
-Associate degree in IT, Computer Science or related field, with 2 or more years of experience in IT support, major incident management, service management or a related role, or bachelor’s degree in IT, Computer Science or related field.

Preferred Qualifications:
-Basic understanding of server administration e.g., basic commands, file system navigation on Windows and Linux, Network troubleshooting, Database concepts, and cloud computing.
-A keen interest in learning new skills and technology through online resources
-Must be a self-starter and pick up new skills and knowledge.
-Familiarity with ITIL framework and best practices
-Stay current with industry trends and best practices in incident management.
-Knowledge of card payment services processing is highly preferred.
-Ability to prioritize and multitask. Flexibility and adaptability in work approach
-Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
-Must exercise a reasonable amount of independent judgment under minimum supervision.
-Must be result-oriented and constantly looking for new ways to improve efficiency and productivity.
-Excellent communication and customer service skills and dedication to enhancing customer service experience.