Responsible the execution of Data Center Service Desk processes, functions, activities and tasks. Performs Incident Management, Event Management, Request Fulfillment, Platform Patching, ITSM Queue Management, Bridge Management, Call Center Management actions. Serves as the initial triage and resolution point for all shift-based activities and performs: resolution, escalation or recall actions and activities as directed by SOP or Service Desk Shift Lead. Assists in Preparing for and executing shift transition with oncoming and off going Service Desk Shift Lead, ensuring an comprehensive and orderly transfer of knowledge, schedule, equipment, tasks and activities across shift roles. Executes Service Desk Battle Rhythm activities and assigned activities: Data Center Equipment Checks, COP Monitoring, Platform Patch Preparation/Execution, Database and Platform Backup Initiation, Preventative Maintenance on Data Center equipment, services and applications, Customer/Stakeholder Notification, etc.
Experience: Candidate must be of a mid-level and have experience in Enterprise/Data Center Service Desk Operations, BMC Remedy Service Management Suite (or similar Enterprise-level ITSM tool), Microsoft Windows Server, Microsoft SharePoint, RHEL, LAN/WAN networking, Proxy/Reverse Proxy, vROPS Operations Management Suite, Syslog, Splunk, NetBackup, Microsoft SQL, Oracle, VSphere, Active Directory/Directory Services, HP Server Automation (or similar Enterprise Platform patching tool), and ACAS. Specific expertise in ITSM, Incident Management, Event Management, Knowledge Management, Problem Management, Customer Service and Data Center technologies.