Job Listing Description

This role will support end-users and drive critical events to resolution.

Position Responsibilities:

• Own and monitor the support ticket queues, escalations, and tracking from intake to resolution

• Maintain the MA Knowledge base, FAQs, Known Error Database (KEDB), and known workarounds

• Develop and maintain Standard Operating Procedures (SOPs) through revisions and auditing practices.

• Key stakeholder in the incident management program to help detect, respond, recover, learn, and improve upon digital threats across the MA portfolio

• Collaborate on ITSM system requirements for incidents and end-user requests

• Drive root cause analysis and derived action items for incidents, working with technical teams and executive partners to lead systemic improvements

Basic Qualifications (Required Skills/Experience):

• 3+ years’ experience related to ITIL Service Management and/or Service Continuity Management

• Experience with Jira Service Management, Zendesk, Service Now, or other support tool sets

• Strong knowledge of incident management principles, root cause analysis methodologies, and post-incident review processes

Preferred Qualifications (Desired Skills/Experience):

• Experience working with AppDynamics, Datadog, Splunk or other AMP/Logging toolsets.

• Experience with network debugging tools, such as, Charles Proxy, Proxyman or similar.

• Experience with interacting with application programing interfaces (APIs).

• Familiar with change and release management practices