RSA - Advisor, IT Service Operations

IT Service Operations Advisor

Acts in a Team Lead Capacity. Involved in coordinating change management and major incident management activities. Coordinates, diagnoses and troubleshoots incoming internal end user calls. Provides first level support services to internal end users with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from internal end users using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate higher level resolver teams. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

Join us as a Service Operations Advisor on our IT Service Operations team in [India] to do the best work of your career and make a profound social impact.

Principal Accountabilities

Acts in a Team Lead Capacity. Involved in coordinating change management and major incident management activities. Coordinates, diagnoses and troubleshoots incoming internal end user calls. Provides first level support services to internal end users with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from internal end users using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate higher level resolver teams. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

Principal Responsibilities

Troubleshoots complex, intricate technical problems to ensure optimal service levels; works on multiple incidents and/or projects simultaneously

Acts as a point of escalation in complex, critical instances and may delegate tasks to peers and others throughout internal organization

Utilizes tools to verify and validate that proper thresholds and infrastructure/application information are represented and set appropriately

Investigates major service interruptions and service interruption resolutions and may assist in ensuring future stability of infrastructure and data

Communicates with cross-functional and inter-departmental teams, including executive and managerial audiences, to provide problem resolution updates

Responds to incidents utilizing a variety of communication vehicles including: email, bridge calls, conference calls, instant messaging, and one-on-one communications

Involved in vendor escalations, through direct vendor contact or partnership with other internal teams

Reviews documentation, diagrams, configurations, and tools and regularly contributes to internal knowledge bases and departmental documentation

Provides technical expertise in crossfunctional and intra-departmental efforts

Leads critical incident turnover with geographically dispersed teams

Leverages experience and technical knowledge and opinion to lead process and technical improvements to the IT environments and overall customer experience

Responsible for managing the Freshservice application tool, making changes, configuration adjustments, managing catalog entries, coordinating knowledge database, workflows and approvals

Assist Service Desk Manager with Training plans and execution

• Need to manage across multiple shifts for timezone coverage (Flexible working Hours)
• Typically requires 6+ years of related experience in a professional role