Job Description

Qualifications

• Avaibility to work 1st and 2nd shift Friday to Tuesday (during weekends)
• Advanced Skills in MS Office applications including Excel, Word, OneNote and Outlook.
• ServiceNow and SharePoint experience is a plus.
• Ability to work independently and aggressively track incidents.
• Excellent documentation skills and attention to detail.
• Ability to communicate well with customers and co-workers.
• Ability to work in a team environment.
• Strong problem-solving and research skills.
• Strong communication skills (written, verbal, and presentation).

#LI-WWTCR

Qualifications

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges.

This position will be focused on providing operational oversight on Managed Services clients and assisting on all aspects of multiple high-priority projects and incidents, which often requires considerable resources and high levels of functional integration. This position will include an on-call rotation schedule with team members to provide 24X7 support for Managed Services Critical issues.

Responsibilities

• Integrate with Managed Services teams to include Managed Services Client.
• Escalation point 24 x 7hours, 365 days for all Managed Services operational issues.
• Provide operational oversight to multiple Managed Services Clients.
• Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
• Daily review of all incidents, changes, requests, problems and all Managed Services monitoring tools for Managed Service Clients.
• Work closely with Service Delivery Managers to complete operational tasks.
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for clients.
• Assist in preparation and participate in weekly operations meetings for Managed Service Clients.
• Assist in preparing Operational reporting for the Monthly and Quarterly meetings.
• Manage escalation bridges for critical incidents for Managed Services Clients.
• Participate in creating Root Cause Analysis documentation for all Critical Incidents.
• Work closely and support Process and Compliance leadership.
• Create and update documentation including Standard Operating Processes and Procedures.