Technical Support
11 hours ago
Key Skills: Technical Support, ServiceNow, Dynatrace, New Relic, Production Support, Application Support
Roles and Responsibilities:
- Respond to technical issues reported via eyes-on-glass monitoring, ServiceNow incidents, and user reports.
- Lead and coordinate managed incident calls, demonstrating effective leadership and communication.
- Provide Level 2.5 troubleshooting and incident resolution across multiple systems.
- Identify opportunities for process improvements and drive their implementation.
- Partner with cross-functional teams to enhance alerting and incident quality.
- Promote a culture of continuous improvement, accountability, and collaboration.
Skills Required:
Must-Have:
- Hands-on experience with ServiceNow (incident, problem, and change management)
- Strong background in Technical Support (Level 2 / Level 2.5 troubleshooting)
- Proficiency in Dynatrace for monitoring and issue resolution
Nice-to-Have:
- Exposure to Application Support and Production Support environments
- Familiarity with New Relic for performance monitoring and diagnostics
- Strong leadership, communication, and incident management skills
Education: Bachelor's Degree in related field
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