Requisition Number : 83351
Position Overview
Single point of contact for real time critical client IT Infrastructure, Application, Devices Alerts / Incidents when there is a service disruption, for service requests, and for some categories of request.
Event Managers (Services Technician) plays a vital role in an organization’s IT service operations as it provides a platform that acts as the eyes of IT .
Tracking events across IT infrastructure and operations to ensure proper functioning of the business.
What you’ll do at Insight
Services Technician for Event Enablement Team under Technology Services, CDCT. Will be providing a point of communication with the customer in terms of infrastructure health and a point of coordination for Global Response Team (GRT) and perform triage.
Real Time Monitoring of Insight and its Global Customer’s IT Infrastructure, Application, Devices Alerts / Incidents through CDCT ServiceNow and ScienceLogic, Prioritize issues appropriately to ensure the availability of critical business services.
Event Enablement Team perform these actions effectively and driving the efficiency and effectiveness of the incident management process.
Process Critical High Priority / Severity to Minor Alerts / Incident including Creation, Escalation of High Priority / Severity Incident for Insight and ALL CDCT customers.
Correlation of Alerts / Incident, Monitoring of RITM / TKT (PCM Legacy), Maintaining the agreed SLA with accuracy and documentation based on procedure and guidelines, Execution and participation on BCP informing the Local and US Counterpart Team, 24 / 7 Operational Support and willing to go on sudden shift change based on operational need.
What you’ll need to join Insight
Basic to Intermediate knowledge on information technology terminology (Virtualization, Cloud, Network, Data Center, IoT, Hardware, Software), At least basic to intermediate hands-on experience with ServiceNow components, such as Incident Management or Alert Management.
Knowledge of ServiceNow best practices and ongoing knowledge of the latest ServiceNow features. Basic to Intermediate knowledge on ScienceLogic, Okta, 0365, Slack, MS Teams, RDP for jump boxes access
future task), Communicate effectively across all levels of the organization. Ability to work in a collaborative team environment.
Preferred
Bachelor’s Degree in Computer Science, IT or related field, Good problem solver and out of the box thinker. Newly graduate or at least with 1 year experienced in a Call Center as Technical Support, Service Desk, IT Helpdesk, or Desktop Support is an advantage.
Knowledge or experience on hardware, software and networking, Knowledge or experience in supporting Windows and Linux, Excellent communication skills and documentation skills, Willing to work shifting schedules.
The position described above provides a summary of some the job duties required and what it would be like to work at Insight.
For a comprehensive list of physical demands and work environment for this position, click here .
Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT.
As a Fortune 500-ranked global provider of digital innovation, cloud / data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow.
From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter.
Discover more at insight.com
Today's talent leads tomorrow's success. Learn about careers at Insight : jobs.insight.com
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
Insight Manila Location : 2nd Floor Edsa Central Pavilion Building, Edsa corner United Street, Greenfield District, Mandaluyong City, Metro Manila, Philippines 1550
