
Service Operations Specialist
1 day ago
Role Overview:
We are seeking a skilled Service Operations Specialist to provide level 2/level 3 support for our service management platform in a high-stakes banking environment.
About the Job:
- Deliver top-notch support for our service management system, ensuring optimal performance and reliability.
- Maintain strict adherence to ITIL processes (incident/change/problem/knowledge) and industry standards.
- Expertly troubleshoot complex issues, manage approved changes, and participate in disaster recovery/business continuity planning exercises.
- Conduct thorough root cause analysis to implement permanent fixes, optimize configurations, and schedule jobs.
- Collaborate with vendors to resolve technical issues, plan firmware/patch updates, and validate post-change health.
- Ensure accurate documentation, maintain runbook hygiene, and communicate effectively with stakeholders.
- Demonstrate ownership and readiness for 24/7 support and on-call rotations.
Requirements:
- Minimum 3+ years of experience in service management (level 2) or 8+ years (level 3)
- Proficiency in ServiceNow/BMC
- Knowledge of ITIL processes and industry standards
- Excellent analytical and problem-solving skills
- Strong communication and interpersonal skills
What We Offer:
A competitive compensation package, including sponsorship for family members, insurance, and mobile expenses.
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