Infrastructure Monitoring Consultant

We are looking for Infrastructure Monitoring Consultants to join our Service Desk Team.  

Your main responsibilities:

• Monitoring and ensuring compliance with SLAs related to critical incident response and resolution.

• Coordinating and supporting all activities required to restore services or reduce impact of critical incidents

• Verification and prioritization of incidents, estimating business impact and urgency

• Managing high quality reports and communication for critical incidents

• Acting as a single point of contact for all teams involved into critical incident resolution

• Supporting communication with parties at all levels from Service Desk agents to Management

• Leading and participating in operational and management oriented meetings

• Monitor infrastructure alerts incident dashboard

• React on incidents created by alerts and follow instructions to solve an issue/inform resolver group

• Identify and implement improvements to prevent future incidents.

Our requirements:

• Understanding of problem solving techniques and incident management

• Overall knowledge of IT infrastructure and technologies

• Very good command of English, both spoken and written

• Ability to provide excellent customer service

• Service Desk experience

• ITIL knowledge and experience

• Flexible to work on shifts covering 24/7

• Strong communication and leadership skills

• A highly organized team player, able to multitask and learn quickly

• Willing to get involved and responsible for the assigned tasks

• Ability to work under intense pressure

• Knowledge Management experience will be a plus