Company Description
About Sopra Steria
Sopra Steria, a major Tech player in Europe with 56,000 employees in nearly 30 countries, is recognized for its consulting, digital services and software development. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organizations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a fully collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2023, the Group generated revenues of €5.8 billion.
The world is how we shape it.
Job Description
Project Description:
Experience in Service Desk Management and Voice Support with strong communication skills
Monitor the events or alerts on monitoring tools, perform initial investigation, and raise with the Support team.
Requirements:
• Excellent customer service skills with a high level of focus on quality
• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX).
• Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed.
• Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems.
• Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles.
• Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications.
• Collaborate with the monitoring team, manage shifts, and provide training and documentation support.
• Maintain and Update Service Documents and SOP.
• Responsible for identifying potential problems and/or trends of repetitive Incidents
• Preferred experience in cloud environments (OCI, Azure) and certifications relevant to IT operations and monitoring.
Mandatory Skills:
• Good knowledge on Service Desk with written and oral communication skills.
• Proficiency in Operating Systems, Active Directory, VPN, ServiceNow, and ITIL practices.
• Experience with monitoring tools like Zabbix, SolarWinds, Centreon, CTLM and Nagios.
• Expertise in Excel reporting, PowerPoint, and SOP documentation.
• Ability to handle incidents, escalate issues, and ensure end-to-end resolution.
• Willingness to work in a 24x7x365 environment.
Preferred Skill
Experience in IBM Mainframe
Total Experience Expected: 01-02 years
Qualifications
Minimum graduate in any stream.
Additional Information
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
