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.