At Skillsoft, we propel organizations and people to grow together through transformative learning experiences. We believe every team member has the potential to be AMAZING. Join us in our quest to transform learning and help individuals unleash their edge.
IT Escalations Engineer
At Skillsoft, we are all about making work matter. We believe every team member has the potential to be AMAZING. We are curious, agile and most of all, true. Join us in our quest to democratize learning and help individuals unleash their edge.
OVERVIEW
Skillsoft is currently looking to hire a full-time, permanent IT Escalations Engineer to join our growing team.
This role will focus on managing and resolving escalated IT issues, ensuring minimal disruption to business operations. Responsibilities include overseeing critical incident management, problem management, operations escalations, and SLA breaches. The IT Escalations Engineer will work closely with various teams to facilitate issue resolution and implement processes to prevent future escalations.
ROLE EXPECTATIONS
The ideal candidate will have a robust background in IT incident and problem management, with extensive experience in handling escalations and driving operational excellence. This role is pivotal in managing and resolving escalated IT issues, ensuring minimal disruption to business operations. Additionally, the successful candidate will be responsible for creating, updating and implementing effective processes to enhance overall efficiency.
OPPORTUNITY HIGHLIGHTS
Incident and Problem Management:
- Coordinate the resolution of escalated IT issues promptly and effectively.
- Own and drive the critical incident management process.
- Coordinate with various teams across the organization.
- Develop and maintain escalation procedures.
- Analyze trends to identify root causes of recurring issues.
- Ensure compliance with SLAs and minimize operational disruptions.
Operational Excellence Enhancement:
- Drive operational excellence within IT operations.
- Support the development of operational excellence via process, technology, and people development.
- Create a programme and culture of continuous Improvement.
SKILLS & QUALIFICATIONS:
- Bachelor’s degree in computer science or engineering, or at least 8+ years of experience in a similar position within the IT industry.
- Incident and Problem Management: Expertise in managing and resolving IT incidents and problems, ensuring minimal disruption to business operations.
- Communication and Coordination: Excellent communication skills to coordinate with various teams and stakeholders, ensuring clear and effective information flow.
- Continuous Improvement: Ability to foster a culture of continuous improvement by regularly reviewing and refining operational processes.
- Mentorship: Capability to provide mentorship and guidance to junior team members, supporting their professional growth.
- ITIL Processes:Familiarity with ITIL processes and best practices for IT service management.
- Experience: Proven experience in IT incident and problem management, with a track record of handling escalations effectively.
- Soft Skills: Strong interpersonal skills, a positive attitude, and the ability to work under pressure and manage multiple priorities.
OUR VALUES:
WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:
- ONE TEAM
- OPEN AND RESPECTFUL
- CURIOUS
- AGILE
- TRUE
Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets – their people – and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.
Skillsoft is partner to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com.
Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!
NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft (US) Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.
