Service Desk Operator

Role Description:

Service Desk (Event Management Support)

1. Core Technical Competencies - Ticket triaging and Task Management

• Working knowledge of ITIL-based Event, Incident, and Problem Management practices

• Experience with ServiceNow (or comparable ITSM platform) for ticket creation, categorization, prioritization, escalation, and lifecycle management

• Familiarity with infrastructure monitoring tools - optional (OEM, OCI Monitoring, security tools, system alerts)

• Ability to follow SOP and guidelines to interpret system alerts, log messages, job failures, and monitoring outputs

• Nightly ETL batch job monitoring experience

• Understanding of severity classification (P1-P4) and SLA-driven response requirements

2. Mailbox, Incident and Event Handling Skills

• Ability to perform structured event triage and impact assessment

• Experience coordinating Major Incident bridges

• Ability to apply escalation matrices and engage appropriate on-call technical teams

• Strong documentation skills to ensure complete and audit-ready ticket records

• Ability to track incidents through resolution across shift transitions

• Ability to handle Alert and escalation management

3. Communication and Coordination Skills

• Clear and professional written and verbal communication

• Ability to provide real-time status updates during high-pressure situations

• Experience communicating with:

1.Technical teams (DBA, Infra, Security, Application)

2.Client

3.Federal or regulated environments (preferred)

• Ability to facilitate bridge calls and maintain structured communications

4. Analytical and Operational Skills

• Ability to differentiate between:

1. Informational events

2. Actionable alerts

3. Critical incidents

• Basic troubleshooting mindset (without performing deep remediation)

• Ability to identify patterns or recurring events requiring escalation to Problem Management

• Strong time management skills in a 24x7 operational environment

Required Skills:

ETL monitoring, DBA/ infrastructure monitoring, Monitoring outlook mailbox, Service Now operational capability

Preferred Skills:

Microsoft Powerpoint, Microsoft Excel, Microsoft Visio, Microsoft Word