Service Desk Operator

Role Description: Service Desk (Event Management Support)1. Core Technical Competencies - Ticket triaging and Task Management• Working knowledge of ITIL-based Event, Incident, and Problem Management practices• Experience with ServiceNow (or comparable ITSM platform) for ticket creation, categorization, prioritization, escalation, and lifecycle management• Familiarity with infrastructure monitoring tools - optional (OEM, OCI Monitoring, security tools, system alerts)• Ability to follow SOP and guidelines to interpret system alerts, log messages, job failures, and monitoring outputs• Nightly ETL batch job monitoring experience• Understanding of severity classification (P1-P4) and SLA-driven response requirements2. Mailbox, Incident and Event Handling Skills• Ability to perform structured event triage and impact assessment• Experience coordinating Major Incident bridges• Ability to apply escalation matrices and engage appropriate on-call technical teams• Strong documentation skills to ensure complete and audit-ready ticket records• Ability to track incidents through resolution across shift transitions• Ability to handle Alert and escalation management3. Communication and Coordination Skills• Clear and professional written and verbal communication• Ability to provide real-time status updates during high-pressure situations• Experience communicating with:1.Technical teams (DBA, Infra, Security, Application)2.Client3.Federal or regulated environments (preferred)• Ability to facilitate bridge calls and maintain structured communications4. Analytical and Operational Skills• Ability to differentiate between:1. Informational events2. Actionable alerts3. Critical incidents• Basic troubleshooting mindset (without performing deep remediation)• Ability to identify patterns or recurring events requiring escalation to Problem Management• Strong time management skills in a 24x7 operational environmentRequired Skills:ETL monitoring, DBA/ infrastructure monitoring, Monitoring outlook mailbox, Service Now operational capabilityPreferred Skills: