IDC (Intel Developer Cloud) Service Desk Engineer

4 Months ago • 2 Years + • DevOps

Job Summary

Job Description

The IDC Service Desk Engineer monitors team performance, manages incidents for critical services, diagnoses and troubleshoots systems, solves technical queries, and provides solutions. They improve service reliability and performance, establish escalation procedures, and work with architects and engineers to translate specifications into support systems. The role involves continuous improvement efforts by monitoring systems and keeping track of developments using various tools and technologies. Support for customer technology, products, services, and business processes is crucial. This includes driving technical and quality improvements across incident and knowledge management, owning and monitoring performance indicators, managing major incidents, conducting post-incident reviews, and performing root cause analysis.
Must have:
  • Service management & tools experience
  • Crisis & project management experience
  • Linux commands, cloud services (AWS, Azure, GCP)
  • Application & infrastructure knowledge
  • Bachelor's degree in relevant field
Good to have:
  • Experience with monitoring tools (Big Panda, Dynatrace, Grafana, Prometheus, AlertManager)
  • Experience in Kubernetes, Ubuntu, Content Delivery Network (CDN)
Perks:
  • Competitive pay
  • Stock bonuses
  • Health, retirement, and vacation benefits

Job Details

Job Description

IDC Service Desk Engineer monitors team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day to day basis.

Main responsibilities:

  • Manages and monitors incidents for numerous critical services, diagnoses and troubleshoots existing systems, solves technical queries, and provides solutions to resolve issues.

  • Works to improve the reliability and performance of the services, establishes and documents standard procedures for escalation of complex unresolved issues.

  • Works with system architects and software engineers to translate functional specifications and technical requirements into flexible, scalable, and manageable support systems.

  • Drives continuous improvement efforts by monitoring systems, hardware, and software and keeps track of developments with the help of different tools and technologies.

  • Supports customer's technology, product, service, and business processes.

  • Drives technical and quality improvements across incident and knowledge management processes, and owns, measures, and monitors performance indicators (e.g. service targets, customer satisfaction, etc.).

  • Manage and facilitate Major incidents within the service, conducting post incident reviews and root cause analysis via problem management.

Qualifications

You must possess the below Minimum Qualifications to be initially considered for this position. The following preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications:

Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other related fields relevant to IT.

Intermediate to advanced English Level

2+ years of experience in the following areas:

  • Service management processes and tools; including monitoring technologies and event management in complex IT environment.

  • Experience in crisis management and project management

  • Experience on Applications, infrastructure interdependencies, Linux commands and cloud services - AWS, Azure, Google Cloud Platform (GCP)

  • Experience in Managing or involved in operations.  

Preferred Qualifications:

Experience in monitoring tools such as Big Panda, Dynatrace, Grafana, Prometheus, AlertManager

Experience in Kubernetes, Ubuntu, Content Delivery Network (CDN)

Inside this Business Group

Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits

Working Model

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. * Job posting details (such as work model, location or time type) are subject to change.

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About The Company

Intel’s mission is to shape the future of technology to help create a better future for the entire world. By pushing forward in fields like AI, analytics and cloud-to-edge technology, Intel’s work is at the heart of countless innovations. From major breakthroughs like self-driving cars and rebuilding the coral reefs, to things that make everyday life better like blockbuster effects and improved shopping experiences — they’re all powered by Intel technology. With a career at Intel, you have the opportunity to help make the future more wonderful for everyone.

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