The Help Desk Analyst is responsible for providing Level 1 and Level 2 technical support to end users across APAC, EMEA, and North America within a 24x5 roster based support environment.
Responsibilities
Provide L1 and L2 technical support to end users located globally across APAC, EMEA and North America on a 24x5 rotating roster
Perform effective ticket triage, including gathering relevant information, assessing impact and urgency, categorizing issues correctly, and determining the appropriate resolution or escalation path
Diagnose, troubleshoot and resolve hardware, software, network, connectivity, and cloud service issues
Support Microsoft 365 services, including Exchange, MS Teams, SharePoint, Outlook, OneDrive and other Microsoft 365 applications
Assist with Exchange Administration, including mailbox related requests, distribution lists, security groups, and other supporting configurations
Lead and manage an IT team responsible for access management, incident resolution, and compliance within a large-scale IT environment.
Responsibilities
Supervise and mentor team, fostering a collaborative and high-performance work environment.
Oversee the provisioning, modification, and deactivation of user accounts and access permissions, ensuring adherence to the principle of least privilege.
Manage and resolve incidents promptly, in alignment with ITIL best practices.
Maintain compliance with organizational standards and regulatory requirements.
Conduct regular access reviews and quality audits to ensure compliance with internal policies.
Requirements
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Nice to have: Large-scale IT environment supporting diverse technologies and user groups
Nice to have: Familiarity with IAM, ticketing tools and technologies
Nice to have: Knowledge of scripting languages for automation
IT Support Analyst responsible for 2nd Line Application Support activities, providing advanced technical support for business-critical applications and ensuring incident resolution within SLAs.
Responsibilities
Respond promptly to incidents related to applications reported through the Service Desk or monitoring systems
Diagnose, troubleshoot, and resolve application issues following agreed procedures
Escalate complex or unresolved incidents to appropriate teams or third-party vendors
Implement and manage application updates, ensuring security updates are applied promptly
Communicate effectively with end users, providing clear instructions and guidance on the use of applications services
Requirements
Nice to have: Microsoft Dynamics 365 Fundamentals (CRM, ERP) certification
Nice to have: ITIL certification (Foundation level or above)
Lead and mentor a team of application support specialists, providing technical expertise and guidance to resolve complex issues and improve application support processes.
Responsibilities
Supervise and mentor a team of application support specialists
Provide technical expertise and guidance in resolving complex issues
Develop and implement best practices for application support processes
Collaborate with cross-functional teams to enhance system performance
Manage escalated user issues and ensure timely resolution
Lead regional IT service delivery and empower our Shared Services Center: Drive operational excellence, cross-border leadership, and high-touch support across the Americas.
Responsibilities
Lead Team Management
Provide SSC IT Site Leadership
Oversee Service Delivery & Operations
Drive Process Improvement
Manage Stakeholders & Budgets
Requirements
Bachelor’s degree in IT, Computer Science, or related field
Provide escalation support for production application flows, ensuring operational stability and availability for internal and external stakeholders.
Compensation
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
Responsibilities
Analyze and troubleshoot production application flows to ensure end-to-end application and infrastructure service delivery supporting the firm's business operations
Enhance operational stability and availability through active participation in problem management
Monitor production environments for anomalies and address issues using standard observability tools
Support the escalation and communication of issues and solutions to business and technology stakeholders
Identify trends and assist in managing incidents, problems, and changes across full-stack technology systems, applications, and infrastructure
Infrastructure Support Escalation Engineer – Tier 3 ensuring 24/7 availability, stability, and performance of enterprise-grade cloud and data center infrastructure.
Responsibilities
Ensuring 24/7 availability of the production environment
Leading daily operations and serving as the first point of escalation for all priority incidents and changes
Owning the root cause analysis process for major incidents
Developing and authorising Methods of Procedure (MOP) documents
Providing advanced troubleshooting and diagnosis of complex infrastructure issues
Requirements
Bachelor's degree in a technical field or equivalent practical experience
Seeking a Scheduler Manager to lead integrated scheduling activities and implement a cutting-edge software system for USTRANSCOM to manage finances and supply chains.
Compensation
The proposed salary range for this position is: $82,100-$172,400
Responsibilities
Lead the development, maintenance, and execution of Integrated Master Schedules (IMS) to support program objectives, technical milestones, and operational requirements
Coordinate scheduling activities across multiple functional and technical workstreams, including software development, integration, testing, deployment, and sustainment efforts
Monitor critical path activities, dependencies, milestones, and resource constraints to proactively identify and mitigate scheduling risks
Conduct schedule analysis, forecasting, and performance assessments to support program leadership decision-making
Develop and implement scheduling strategies to improve operational efficiency and program execution
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