Helpdesk - service desk senior analyst - awsTTEC

At TTEC Digital, we strive to create an environment where employees thrive. We coach our clients to do the same, and ensure their employees feel valued, happy and rested, because delivering amazing customer experiences is ultimately an employee first process.
We are seeking an experienced Helpdesk - Service Desk Senior Analyst to learn AWS. We're a global company that is 46,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits. This is a 4-year bonded role, and we will provide paid AWS training from the company.
What You'll be Doing
Follow as well as modify if necessary our incident and problem management policies, processes and procedures utilizing ITIL process framework to reduce adverse impacts of incidents and to prevent recurrence of incidents
Develop, conduct and perform detailed analysis to identify trends and root cause using our internal ticketing system
Perform call reviews and develop plans to further development
Negotiate and prioritize work incidents [urgency vs. impact]
Drive and manage interactions with key primary vendors
What You Bring to the Role
Minimum 1 year experience with AWS serverless concepts and services
Minimum 1-year experience writing and editing software using vanilla JavaScript, TypeScript, Python, and more specifically, the NodeJS framework
Ability to troubleshoot malfunctioning systems, collaborate with customers and with teammates to solve problems without much guidance
Clear communication and a sense of urgency is important
Curiosity is important in helping these engineers to determine the best way to build enhancements into client systems
What You Can Expect
Quarterly performance bonus
Medical, optical and dental allowance
HMO coverage + dependents
Paid Time Off (PTO) and wellness time off
Who we are
TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital, to help companies provide an amazing experience for their customers.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
#LI-IG1
TTEC

Quezon City, Metro Manila
Permanent
Full-time