Operations Center Technician, Staff
Blackbaud
📍 Hyderabad, Telangana, India
Job Description
About the role:
The Operations Center Technicianwillbe responsible forthe proactive monitoring and support of Blackbaud's Operations Centerand Corporate IT, ensuring that serviceimpactingeventsfor internal and external customersare resolved within agreed upon SLAtime frames. This roleincludes complex troubleshooting,customer support, andwill act as the communication bridge between repair agents and business users when dealing with service impacting events and system outages.
Whatyou’llbe doing:
Endpoint Support
Manage ticketing queues, Live Support Requests (phone and chat support)and engage in proactive monitoring of Blackbaud’s hosted infrastructure and applications.
Investigate, diagnose, and take prescribed actions on all operational events,alarmsand incidents
Execute on Incident response with relentlessinitialfocus on restoration of service, followed by a drive to ensure the root cause of problems a...