Support Lead - ITSM, Telecom

Job Summary

• Service Now CMDB

• Discovery & Cloud Discovery

• MID Server installation, configuration, and troubleshooting

• CI relationships and dependency mapping

• Experience with:

• On-prem, cloud, and hybrid infrastructures

• Credential management and security

• Service Now CMDB

• Discovery & Cloud Discovery

• MID Server installation, configuration, and troubleshooting

• CI relationships and dependency mapping

• Experience with:

• On-prem, cloud, and hybrid infrastructures

• Credential management and security

Key Responsibilities

1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Diagnostic Tools, Ensuring Minimal Disruption To Customer Operations.

2. Conduct Hands-On Root Cause Analysis For Critical Issues, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence.

3. Implement Preventive Measures And Best Practices To Reduce Future Defects And Improve Product Stability Based On Analysis And Feedback.

4. Provide Technical Assistance And Mentorship To Team Members In Resolving Escalated Customer Issues, Promoting Knowledge Sharing And Skill Development.

5. Lead Continuous Improvement Activities By Analyzing Support Metrics And Team Performance, Identifying Areas For Enhancement, And Executing Strategies To Elevate Service Quality.

Skill Requirements

1. Strong Understanding Of Product Support Processes For L1, L2, And L3 Tiers.

2. In-Depth Knowledge Of Troubleshooting Methodologies And Tools Relevant To Product Issues.

3. Excellent Analytical Skills For Conducting Root Cause Analyses And Developing Preventive Measures.

4. Solid Communication Skills For Effective Collaboration With Team Members And Customers.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Best Practices.