onsite
Senior Analyst, Enterprise Service Desk - ABACUS
Software Engineer
Lead enterprise-level IT support, managing cloud and on-premises environments, telephony systems, and escalated tickets while mentoring a high‑performing service desk team.
About the role
Key Responsibilities
- Design, deploy, and maintain customer‑facing cloud environments and on‑premises infrastructure to ensure high availability and performance.
- Oversee telephony system integration and troubleshooting, providing seamless communication solutions for clients.
- Resolve escalated service tickets with advanced technical expertise, minimizing downtime and maintaining SLA compliance.
- Guide and coach junior analysts, fostering a culture of continuous improvement and knowledge sharing.
- Collaborate with cross‑functional teams to implement process enhancements and automation initiatives.
Requirements
- Proven experience in managing cloud platforms (AWS, Azure, or GCP) and on‑premises servers.
- Strong knowledge of telephony technologies (VoIP, PBX, SIP).
- Excellent problem‑solving skills and ability to handle complex, high‑impact incidents.
- Demonstrated leadership and mentoring capabilities within an IT service desk environment.
- Effective communication skills, both written and verbal, with a customer‑centric mindset.
Skills
sqlactive directorywindows servervmwaresharepointvoip