Required Qualifications:
• 3 to 4 years of work experience in application support, in a fast-paced and large-scale cloud environment
• Previous work experience in a client-facing role, must also be comfortable presenting in front of internal and external stakeholders at various levels
• Strong knowledge of SDLC and Ticket life cycle
• Domain and functional knowledge of support process documentation and knowledge base articles
• To demonstrate ability to learn an application, and become a subject matter expert on the application's features and functionality
• Understand ITIL service management principles
• Experience working in an Agile and DevOps culture
• Comfortable to take up the ownership of parts or whole initiatives, with a proven track record of working independently and with cross-functional teams
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• Demonstrate ability to effectively prioritize ticket volume, balance workload and meet deadlines
• Highly organized and detail oriented
• Good team player and a quick learner
• Outstanding customer service skills and know how to show empathy towards the customers / end-users
• A natural problem solver
• Managing multiple conflicting deadlines, competing priorities and customer expectations
• Manual Testing experience
Technical Skills
• ServiceNow/Remedy • Azure • SQL • Troubleshooting • PowerBi • Basic PowerShell Query/SQL query • DataDog • Sharepoint • PagerDuty • JSON • ADO • Windows Server administration • Pendo • Splunk