RESPONSIBILITIES

• Monitor incoming incident and request queue and make sure those are properly assigned and resolved according to SLAs and set priorities
• Manage and coordinate resolution for requests and incidents together with application developers against platform applications
• Initiate changes based on incident and problem root cause analysis, where systems stability and performance can be improved
• Provide information to end users in the event of operational disturbances
• Drive the identification and escalation of problems in supported services and solutions
• Ensure correct use of Atea security policies and raise security issues were discovered
• Contribute to knowledge management and the documentation of errors and known workarounds
• Contribute to discussions on methods to improve team efficiency and delivery quality
• Perform routine maintenance to include performance monitoring and error identification/remediation
• Support business for configuration work

REQUIREMENTS

• Good English (written & spoken)
• Proactive and self-organized
• Effective communication and collaboration skills
• Awareness of standards and processes
• Support experience in the standard services and solutions
• Ability to identify technical, security risks and propose mitigation actions
• Experience in work with ServiceNow Platform will be considered as advantage
• Familiar with ITIL, Agile, Scrum, Kanban practices and methodologies will be considered as advantage