Key skills
PythonServiceNowAICommunication
About this role
Role Overview
- Act as the first point of contact for incidents and service requests related to Data and AI Foundations.
- Perform incident qualification, impact analysis, and prioritization.
- Execute standard operational actions and known procedures.
- Ensure timely communication with users and stakeholders.
- Escalate incidents to L2 or L3 according to defined processes.
- Maintain accurate incident tracking and reporting.
- Contribute to continuous improvement of support processes.
- L1 incident handling and triage.
- Operational monitoring.
- Execution of standard corrective actions.
- User communication and coordination.
Requirements
- Experience in IT support or operational roles.
- Technical understanding of applications and APIs.
- Experience with incident and ticketing tools.
- Ability to follow operational procedures and SLAs.
- Ticketing tools (ServiceNow or equivalent)
- Monitoring tools
- APIs
- Exposure to Data or AI platforms (Nice to Have)
- Basic scripting knowledge (Python or equivalent) (Nice to Have)
- Experience in 24/7 or on-call support environments (Nice to Have)
Tech Stack
- Python
- ServiceNow
Benefits
- 100% REMOTE!
- Inclusion and diversity in the workplace