Key skills
AzureCloudMongoDBPythonServiceNowSQLBashCommunicationCollaboration
About this role
Role Overview
- Manage tickets from end to end (full ownership)
- Ensure follow-ups and communication with the client
- Handle service requests focused on: user access, system access
- Perform troubleshooting of technical incidents reported by the Service Desk (L1)
- Reproduce issues and document technical analyses
- Analyze logs and execute standard scripts/procedures for resolution
- Triage complex incidents and escalate when necessary
- Ensure service restoration within SLAs/SLOs
- Create, review and maintain: Knowledge Base (KB), Getting Started guides, chatbot scripts and interactive guides (e.g., Pendo)
- Update documentation according to product or process changes
- Collaborate with the L1 team to improve first-contact resolution rate
- Participate in team rituals/ceremonies
- Support testing and preparation for new features
- Manage ticket backlog and prioritize requests
Requirements
- Experience in Service Delivery within large-scale cloud environments
- Handling service requests and incidents
- Escalation procedures
- Knowledge management
- Troubleshooting experience for: applications and infrastructure
- Ability to identify root cause: code, environment, configuration
- Experience creating and maintaining technical documentation (KB)
- Knowledge of ITIL (service management)
- Ticket backlog management
- Collaboration tools
- Experience working in globally distributed teams
- Strong communication and expectation management with clients
- Cloud knowledge (preferably Azure)
- Experience with ServiceNow
- Knowledge of SQL and/or MongoDB (queries and data analysis)
- Automation and scripting (Python, Bash)
Tech Stack
- Azure
- Cloud
- MongoDB
- Python
- ServiceNow
- SQL
Benefits
- Healthcare
- Flexible work arrangements
- Professional development