service delivery Consultant (scdaas) | taguig for poolingEastvantage Business Solutions Inc.

Job Description
About the role:
The Service Delivery Consultant roles within SCDaaS are responsible for helping clients operate and maintain the client's software product through a cloud-based offering. The services are proactive and extend beyond the classical support as part of a closer relationship with our customers to help them keep their installation in the best possible condition, while at the same time delivering tangible business value for clients.
Position requirements:
Duties & Responsibilities
A motivated individual who is willing to work independently and able to assess incident's priority to be able take adequate action with minimal guidance.
Support and maintenance of clients and to all aspects of service delivery around SCDaaS
Participating in a 24x7 FTS model and is flexible to provide after-hours support either on weekdays or weekends.
Take ownership of incidents and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
Work across the Global Team to resolve issues and concerns for end-users in a timely and effective manner.
Understands support tiers, SLA's and OLA's of incidents to be able to escalate complex issues to senior members of the team.
Maintain a high degree of customer service for all support queries and adhere to all ITSM service management principles to provide solution and deploying standards of SCDaaS Services.
Ability to recognize and act responsibly on situations, enabling escalations, as necessary.
Actively seek advice and support from peers and seniors on more complex issues.
Applies subject matter knowledge to solve common business issues by leveraging practices and procedures covered by precedents or defined policies.
Comfortable working cross functionally on both routine and non-routine tasks
Guide internal and external contacts on defined usage of client's software product.
Generate solutions and implement services that are standard to SCDaaS.
Communicate effectively and keep the knowledge base up-to-date.
Ability to work with customers on standard tasks and issues.
Understand the overall nature of the business recognize inter-dependencies between functions.
Your Profile
Minimum 3 to 5 years of related technical work experience.
Technical:
Infrastructure and platforms experience (covers a range of technical acumen that includes virtualization, middleware application, interfaces, O/S, networking, and databases)
Job scheduling and management using an enterprise scheduler.
Automation
Operations
Experienced Service Support practitioner (Incident, Service Fulfillment, Change and Release, Problem, etc)
Extensively used Service Desk applications and understand service workflow.
Performed regular maintenance and update of multiple environments (version upgrades, patches, refresh, job scheduling)
Experience with large financial services software products
Understand mission-critical applications and HA environments.
Problem analysis and issue resolution of known systemic errors.
Assess requirements Identify services or products to improve operations.
Participated in domain teams and contributed to operational maturity/knowledge creation.
Experienced with cloud-based platform/infrastructure services.
Experienced with ITIL and Service Desk solutions like RemedyForce, ServiceNow, or JIRA
IT-based education (Bachelor or higher)
PaaS: OS (Windows and Linux), and middleware applications.
IaaS: virtual machines, networks, cloud computing, monitoring, security models, logging, local/cloud storage.
Group policies, active directory management, user account and permissions, SSO, DHCP, and DNS.
Protocols: TCP/IP, RDP, sub-netting,load balancing, MS Hyper V, terminal server/PAM, SFTP, VPN, and FW
Scripting and automation:PowerShell, Ansible, GitHub, and ActiveBatch/Control-M.
High availability and disaster recovery,
ITSMITILV3/V4: IM, PM, CM, and SR.Familiar with SLAs, escalation management and Service Desk.
Cloud: Azure
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