Service Management Analyst 1What success looks like in this role: Ensuring effective and rapid response to High Priority and Major Incidents and working within required SLAsManaging the incident and ensuring that all is being done to get the issue resolved while proactively identifying and suggesting possible solutionsCoordinating with resolver groups in order to ensure effective outcomesTriaging of escalated Incidents from the Service Desk and ensuring that the issue is fully understood before declaring a High Priority Incident.Initiating bridges with the required resolver groupsManage ongoing communicationTimely escalation of any issues that are not being addressed as requiredDocumenting steps and actions performed during the incident lifecycleEnsuring all actions are accurately recorded and that all notifications are sent as per SLAsYou will be successful in this role if you have: Key Technical areas of Expertise: Excellent English skills both written & spoken2+ years working experience in IT Services IndustryITIL V3 foundation is a minimum (ITIL certification is advantageous)Desired skills: Excellent communication, organizational and time management skillsAbility to coordinate and drive conference callsExceptionally persistent and resilient under pressure.Ability to manage diverse concurrent tasks while maintaining a comprehensive overview.Organizationally sensitive, proven track record of developing and maintaining good working relationships with clients and internal work groupsAbility to take on-call activities on a rotating basisUnisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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