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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident and request management, ensuring SLA compliance and delivering high-quality support in data centre and virtualization environments. Proficient in ITIL processes and capable of collaborating with cross-functional teams and vendors to drive continuous service improvement.
Highest-signal resume keywords
Incident ManagementITIL ProcessesServiceNowPowerShellVMware Certified Professional
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical DocumentationAutomationOrchestrationChange Management
Soft Skills
CollaborationProblem SolvingCommunication
Tools & Technologies
Ticketing SystemsData Centre EnvironmentsVirtualization Environments
Certifications & Qualifications
VMware Certified Professional: Data Centre VirtualizationCompTIA A+ CertificationHP ProLiant Support CertificationITIL Certification
Industry Keywords
Managed ServicesCross-Technology InfrastructureService ExcellenceDisaster RecoveryContinuous Service Improvement
Tech Stack
Tools & technologiesJavaScriptServiceNowVMware
About the role
Key responsibilities & impact- Monitor and manage incident and request queues
- Troubleshoot, resolve, and document technical issues within agreed SLAs
- Provide second-level support and escalate complex issues when needed
- Collaborate with cross-functional teams, service providers, and vendors
- Execute approved changes, updates, and maintenance activities
- Support problem management, disaster recovery, and reporting
- Contribute to continuous service improvement by updating knowledge base articles and recommending process enhancements
- Deliver high-quality support across data centre and virtualization environments
- Ensure SLA compliance and drive service excellence
- Contribute to change and incident management processes
Requirements
What you’ll need- Minimum 5 years’ experience in managed services and cross-technology infrastructure
- Hands-on experience with ticketing systems (preferably ServiceNow)
- Strong knowledge of ITIL processes
- Experience working with vendors and third parties
- Knowledge of PowerShell, JavaScript, automation, and orchestration
- VMware Certified Professional: Data Centre Virtualization advantageous
- CompTIA A+ Certification advantageous
- HP ProLiant Support Certification advantageous
- ITIL Certification advantageous