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Incident Support Specialist at NTT DATA

Zapopan, jalisco, Mexico -

Full Time

Start Date

Immediate

Expiry Date

07 Jan, 26

Salary

0.0

Posted On

09 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, ServiceNow, Troubleshooting, Customer Follow-up, Problem Management, SLA Maintenance, Real-time Support, Digital Key, Connected Room, L1 Support, L2 Support, Shift Rotation, Research Assistance, Issue Resolution, Team Collaboration, Communication

Industry

IT Services and IT Consulting

Description

Acknowledge, Analyze, Manage & Resolve L1/ L2 Digital Key and Connected Room Incidents in ServiceNow Participate in the real time on call support daytime/evening/weekend hours and shift rotation Real-time support for Hilton's Connected Room support line and perform L1 troubleshooting during daytime/evening/weekend hours and shift rotation Incident Ownership Engage in customer follow-up for related issues Work with hotels real-time to resolve issues Maintain SLAs Recurring Incident Problem Management Work with appropriate teams for research assistance

Responsibilities

Acknowledge, analyze, manage, and resolve L1/L2 Digital Key and Connected Room incidents in ServiceNow. Engage in real-time support and incident ownership while maintaining SLAs and collaborating with appropriate teams.