Detailed job responsibilities:

• Monitor multiple queues, Triage tickets to appropriate queues, rerouting of tickets to if require.
• Coordinate with multiple teams if resolution required multiples teams.
• Hands on experience in JIRA ticketing tool for triaging tickets and monitor Queues.
• Basic knowledge of IT environment e.g. conceptual knowledge OS, network, Datacenter, Applications will advantageous.
• Good understanding of ITIL processes.
• Ticket escalation to ensure timely resolution of the ticket.

Must Skills

• Understanding JIRA Ticketing tool
• Ticket handling
• Triaging
• Excellent verbal, and written skills
• General IT knowledge (Operating systems, applications, printers, Microsoft Office / O365).
• Strong Knowledge of Incident Management
• Knowledge Management
• Problem solving skills
• SLAs & KPIs

Other soft skills/aptitude:

• Excellent verbal and written skill, analyzing situation and take immediate actions to resolve tickets in case of roadblock.
• Escalate tickets as necessary.
• Coordination skills
• Attention to details
• Client Business knowledge
• Client specific IT Knowledge
• Customer Care; ability to interpret technical information and present it in simple terms for a less technically aware audience (spoken and written)
• Fluent knowledge of English
• Good Communication skills