Job Summary

This role is responsible for delivering advanced technical support and troubleshooting for service assurance and program management tools. The individual addresses complex incidents escalated by analysts, performs root cause analysis, and implements technical and security solutions to ensure operational excellence and customer satisfaction. They contribute to knowledge management initiatives and support the continuous improvement of support processes within the team.

Key Responsibilities

1. Provide advanced technical support using service assurance and program management tools to resolve complex incidents escalated by team members.
2. Conduct root cause analysis using monitoring and diagnostic tools to identify and address technical and security issues, ensuring alignment with organizational policies.
3. Implement solutions and corrective actions for technical and security incidents, minimizing the risk of case reopens and ensuring adherence to SLA commitments.
4. Update and manage the internal knowledge base with actionable troubleshooting guides and best practices for service assurance tools.
5. Coach analysts and support onboarding of new team members through training sessions focused on effective tool usage and issue resolution processes.
6. Collaborate with internal support teams to address cross-functional technical and security challenges, ensuring seamless operations and a strong security posture.
7. Apply advanced proficiency in incident management platforms and program management tools to enhance customer satisfaction and deliver positive support outcomes.

Skill Requirements

1. Advanced proficiency in service assurance and program management tools such as ServiceNow, Remedy, or Jira.
2. Advanced proficiency in incident management, root cause analysis, and troubleshooting methodologies.
3. Strong understanding of ITSM processes, SLAs, and regulatory compliance.
4. Advanced troubleshooting skills in technical and security issue resolution.
5. Good knowledge of knowledge base management and technical documentation.
6. Advanced proficiency in coaching and supporting team members within the support function.

Other Requirements

1. ITIL Foundation or Intermediate certification (optional but valuable).
2. Relevant certification in ServiceNow, Jira Service Management, or equivalent (optional but valuable).