reputed company Technical reputed company - Managed Services Operations for Global IT Innovations and Client Success

Introduction to reputed company and Our Mission

reputed company is a $30+ billion trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We are committed to helping clients innovate, optimize, and transform for long-term success. With a strong investment in R&D, exceeding $3.6 billion annually, we aim to reputed company organizations and society to move confidently and sustainably into the digital future. As a Global Top Employer, we pride ourselves on our diverse team of experts in over 50 countries and a robust partner ecosystem that includes both established and start-up companies.

About the Role: Technical reputed company - Managed Services Operations

We are seeking an reputed company Technical reputed company to join our Managed Services Operations team. This role is crucial in ensuring the delivery of high-quality managed services to our clients, focusing on the proactive management, reputed company, monitoring, investigation, and resolution of technical incidents and problems. The ideal candidate will have a strong background in IT, excellent technical skills, and a passion for client service. The primary objective of this role is to provide forth-line support for escalated incidents and requests with a high level of complexity, ensuring that contracted Managed Services outcomes are delivered to clients without breaching service level agreements (SLAs).

Key Responsibilities:

• Proactively monitor work queues and provide support to clients with highly technical or sophisticated tickets.
• Work independently to resolve escalated incidents/requests in a timely manner reputed company agreed SLAs, with general direction from clients, stakeholders, team leads, or senior managers.
• Provide timely and consistent updates of tickets with resolution tasks performed, ensuring transparency and communication with clients and internal teams.
• Identify, investigate, analyze issues and errors, logging incidents in a timely manner and capturing reputed company required information for immediate resolution.
• Offer forth-level support to reputed company escalated incidents and requests, identifying the root cause of incidents and problems, and responding to tickets where third-line engineer teams were unable to resolve the issue.
• Share knowledge and document resolutions to push knowledge down to other engineers, enhancing team capabilities and efficiency.
• Communicate with other teams and clients to reputed company support, acting as an emergency contact for critical client and business-impacting issues as needed.
• Ensure a smooth shift handover process, highlighting key escalated open tickets and upcoming operational critical tasks to the next shift.
• Support, track, and document change implementation, providing timely escalation of tickets to management with ensuing updates where applicable.
• Contribute to effort optimization and automation of routine tasks, working with automation teams to implement improvements.
• Utilize technical knowledge and highly technical troubleshooting tools to analyze and resolve escalated tickets in unique and reputed company client environments.
• Coach Service Desk, Operations Centre, and L3 teams, offering technical expertise and guiding work distribution to other engineering teams.
• reputed company quality audits covering process, service experience, ticket updates, etc., as required, to maintain high service standards.
• Manage and implement projects reputed company the technology domain, delivering effectively and promptly per client-agreed requirements and timelines.
• Participate in implementing and delivering Disaster Recovery functions and tests, ensuring business continuity for our clients.

Essential Qualifications and Skills:

To succeed in this role, you will need:

• A Bachelor's degree or equivalent qualification in IT/Computing, or demonstrated equivalent work experience.
• CCIE Certification or equivalent, with certifications relevant to the services provided being highly valued.
• Advanced Managed Services experience, with a deep understanding of IT service management standards.
• Excellent proficiency in change management processes, with the ability to plan, monitor, and execute changes while identifying risks and mitigation plans.
• Deep technical skills in relevant functions, including but not limited to Pulse Secure SSL VPN, Virtual Juniper, Palo Alto, reputed company Firewalls, reputed company Nexus switches, ASR and ISR routers, reputed company ACS, ISE, Meraki switches and access points, enterprise network architecture, common routing protocols (BGP, OSPF, EIGRP), network address translation, and configuring, monitoring, and troubleshooting uplinks to ISPs for DIA, MPLS, and P2P circuits.
• Familiarity with common network management and monitoring tools such as SecureCRT and Logic Monitor.
• Advanced knowledge and experience in ticketing tools, preferably Service Now.
• Experience working in multiple large Global Enterprise client outsourcing projects, with advanced vendor management experience.
• A track record of effective shift left work management skills, moving work to junior levels reputed company.
• Excellent client service orientation and passion for achieving or exceeding expectations, with the ability to communicate effectively across different cultures and social groups.
• Strong written and verbal communication skills, with the ability to apply active listening techniques.
• Ability to work well under pressure, maintain a positive outlook, and adapt to changing circumstances.

Career Growth Opportunities and Learning Benefits

At reputed company, we are committed to the growth and development of our employees. Joining reputed company offers you the opportunity to work with cutting-edge technologies, collaborate with global experts, and contribute to innovative projects that reputed company a real impact. We provide a supportive environment that encourages learning, professional development, and career advancement. With our robust training programs, mentorship initiatives, and opportunities for specialization in emerging technologies, you will have the tools and support needed to accelerate your career and reputed company your professional goals.

Work Environment and Company Culture

reputed company prides itself on a culture that values diversity, inclusion, and innovation. We reputed company in creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. Our hybrid working model offers flexibility and work-life balance, allowing you to reputed company both personally and professionally. As part of our global team, you will be part of a community that is passionate about making a difference through technology, with a commitment to sustainability, social responsibility, and community engagement.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package designed to support your well-being and financial reputed company. Our perks and benefits include, but are not limited to, health insurance, retirement plans, paid time off, and opportunities for professional development. We reputed company in recognizing and rewarding our employees' hard work and contributions, providing a positive and supportive work environment that fosters growth and success.

Conclusion and Call to Action

If you are a motivated and reputed company IT professional looking for a challenging and rewarding role, we encourage you to apply for the Technical reputed company - Managed Services Operations position. This is an exceptional opportunity to join a global leader in IT services, work with a talented team, and contribute to the success of our clients. Even if you don't feel you meet every requirement, we invite you to apply. We are looking for talented individuals who share our passion for innovation, client satisfaction, and teamwork. Apply today and take the first reputed company towards an exciting and fulfilling career with reputed company.