Skills and Competencies

• Basic understanding of Windows, Mac, and/or cloud platforms
• Familiarity with ITIL framework and incident lifecycle concepts
• Proficiency in tools such as ServiceNow, PagerDuty, Microsoft Teams, and other enterprise platforms
• Strong analytical, organizational, and problem-solving skills
• Strong verbal and written communication skills (English proficiency at B2+ level)
• Ability to work independently and as part of a team, demonstrating initiative and adaptability
• Curiosity and enthusiasm for learning how AI tools can improve processes and enhance the employee experience
• Attention to detail for managing incident bridges, documenting actions, and tracking SLAs
• Commitment to continuous learning in IT Service Management (ITSM) and operational resilience
• Optional: Training or certifications in ITIL, incident response, or IT operations

Education

• Currently enrolled in a Bachelor’s degree program in Computer Science, IT, Software Engineering, Business Administration, or related field
• Graduation date between December 2026 and June 2028 (or in final year of study)

Responsibilities

• Support day-to-day business operations for Digital Workplace technologies
• Assist in managing major incidents (Sev2/Sev3) by supporting bridge calls and coordinating recovery efforts
• Draft and send Voice of Technology (VOT) communications and outage updates to stakeholders
• Monitor ServiceNow for incident alerts and help classify candidates for major incident escalation
• Support page-out processes via PagerDuty and ensure timely engagement of technical and business teams
• Document incident chronology, actions taken, and lessons learned for post-incident reviews
• Maintain and update dashboards, knowledge bases, and communication templates
• Collaborate with technical recovery owners (TROs) and service managers to ensure SLA compliance
• Participate in continuous improvement initiatives, including process optimization and training material development
• Willingness to explore and learn new technologies and processes in a dynamic, fast-paced environment
• Opportunity to rotate through Tier 3 Operations, Engineering, and Architecture for a 360° perspective of IT Service Delivery

Business Analysis

• Assist in translating business needs into clear, concise, and actionable functional and technical specifications
• Support the creation of workflows, process diagrams, and user stories to define solution requirements

Project Coordination

• Coordinate tasks across teams to ensure timely delivery of project milestones
• Maintain project tracking tools and update project documentation regularly

About the Teams

Digital Workplace Operations (DWO):

• Delivers continuous, year-round global operational L3 support for digital workplace platforms
• Supports technologies such as Microsoft 365, macOS, Mobility, Azure Virtual Desktops, Collaboration Tools, Voice Telephony, and Xerox Workplace Cloud
• Partners with engineers globally and follows ITIL processes for Incident, Request, Change, and Problem Management

Major Incident Management (MIM) Team:

• Ensures rapid response to high-impact IT incidents, minimizing downtime and maintaining stakeholder trust
• Coordinates global resources and manages communications during critical outages
• Collaborates with infrastructure, application, cybersecurity, and vendor teams to restore services quickly
• Emphasizes transparency, structured engagement, and continuous improvement

Solutions Delivery Team:

• Facilitates the integration of business systems and oversees the adoption of new capabilities and technologies