Position Details
About this role
This role involves coordinating and managing support incidents within an IT support environment, ensuring timely resolution and proper escalation.
Key Responsibilities
- Monitor incidents and support requests
- Triage and prioritize cases
- Escalate customer-impacting issues
- Assign incidents to appropriate teams
- Maintain queue discipline
Technical Overview
Focuses on incident management using ITSM tools like ServiceNow, monitoring platforms, and support lifecycle processes.
Ideal Candidate
The ideal candidate is a mid-level IT support professional with experience in incident management, ITSM platforms like ServiceNow, and support coordination. They should excel in triaging, prioritizing, and escalating support cases efficiently.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Lack of experience with ITSM or ServiceNow, No prior incident management experience, Inability to work remotely without proper setup
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