Service Desk – Incident Management
Jobs and Careers at Bolton International, Inc.

Service Desk – Incident Management

Bolton International, Inc.
Local
1 month ago
Local
Jobs and Careers at Bolton International, Inc.
Bolton International, Inc. is hiring a
Posted 1 month ago
Apply before October 13, 2022

Job Description

Looking to advance your career with a fast-growing global tech? Let’s talk! Bolton International is looking for Technical Customer Support – Incident Management (L2/L3) with experience in Incident Management process and procedures

What you will do:

  • Provide technical analysis and assistance to resolve customer incidents and application problems
  • Closely follow process workflows and support in implementation of initiatives, projects as directed by leadership
  • Take ownership of incidents and service requests that are being escalated by updating, follow up and resolving the tickets within agreed SLA timeline
  • Update customers on their ticket status and ensure the tickets are resolved within the agreed SLA timeline
  • Assure the quality of fixes and patches
  • Measure the performance of the incident management process, identify bottlenecks, make informed decisions, and monitor agent or team performance
  • Perform daily, weekly or monthly reporting, including ad hoc
  • Highlight any potential concerns/risks and proactively share the best risk management practices
  • Express ideas and suggestions in support of the team’s success
  • Solicit and readily accept constructive feedback
  • See tasks through to completion and offers support as needed
  • Communicate clearly and effectively with fellow , leadership, and client contacts
  • Express ideas and suggestions in support of the team’s success
  • Solicit and readily accept constructive feedback
  • See tasks through to completion and offers support as needed
  • Learn new systems and processes
  • Demonstrate high attention to detail and thorough review of one’s with a focus on quality
  • Understand the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability
  • Solutions-focused, viewing challenges as an opportunity to resolve problems and working through them
  • Exhaust available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed

Who you are:

  • At least 2 of experience in Incident Management process and procedures
  • Minimum of 3 of technical support background that involves application support.
  • Experience with logistics and supply chain management environment is a plus.
  • Knowledge working with JIRA, Confluence, and other scrum project management tools (VivifyScrum, ScrumWise, nTask, ClickUp, Targetprocess or similar)
  • Strong written and verbal communication skills for interacting with customers and clients
  • An exceptional communicator with the ability to quickly gain credibility of the team, external stakeholders and management
  • Take initiative to improve the current state of things and adapt to embrace new changes
  • Has a team player mindset with innovative ideas and strong attention to detail
  • Excellent communication, problem solving, management, and organization skills

Good to haves:

  • ITIL certification is a plus (preferred for L3)
  • Experience managing projects that involve API Gateway and API integration is a plus
  • 4- degree or equivalent business experience

How do you apply?

To learn more and apply, visit us at link or click the Apply Now Button below.

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