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Sr. Technical Representative, Global Service Desk (TCF)
Concentrix
IND
Full-time
Onsite
Discovered 1 weeks ago
Critical incident managementMajor outage managementIT infrastructureIncident management and SLA operationsNetwork troubleshootingRouting protocols: RIP, OSPF, IGRP, EIGRP and BGP
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Critical incident managementMajor outage managementIT infrastructure
Role Overview
The role manages high-priority incidents that significantly affect business operations, customers or IT services.
The position coordinates global technical teams, communicates incident status and restores services while minimizing disruption.
The role supports technology infrastructure and global service desk operations.
Key Skills for This Role
Critical incident managementMajor outage managementIT infrastructureIncident management and SLA operationsNetwork troubleshootingRouting protocols: RIP, OSPF, IGRP, EIGRP and BGP
Full Job Posting
Role overview
The role manages high-priority incidents that significantly affect business operations, customers or IT services.
The position coordinates global technical teams, communicates incident status and restores services while minimizing disruption.
The role supports technology infrastructure and global service desk operations.
Critical incident responsibilities
- Manage P1 and P2 major outages across global environments.
- Coordinate technical support teams on incident bridges to restore services quickly.
- Receive, analyze, monitor and resolve network problems in accordance with SLAs.
- Drive incident management process efficiency and effectiveness.
- Monitor incident management effectiveness and recommend improvements.
- Perform timely hierarchical and functional escalations.
- Send periodic updates to business stakeholders and leadership.
- Achieve management-defined KPIs.
- Maintain documentation on service restoration bridge progress.
Network responsibilities
- Assist in maintaining corporate LAN/WAN infrastructure uptime.
- Troubleshoot corporate TCP/IP and MPLS networks, including carrier vendor circuits.
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