EOC and Monitoring IT Support Administrator

Are you an emerging talent looking for an opportunity to learn new skills and grow
Join our dedicated team of motivated professionals who share a collective passion for progress and excellence!

Based in Cluj Napoca as the EOC and Monitoring IT Support Administrator you will be responsible for managing Priority 1 incident engagements communication and coordination with the technical platform managers and service managers up to higher management during an enterprise impact severity incident. In addition to that you will work on the monitoring and triage pillar using the resources and ServiceNow ticketing system. You will also be responsible for managing the changes that will occur in the organization and constantly collaborate with IT technicians and managers.

Together with the support of your team you will ensure that all processes and procedures will be updated.

We look forward to seeing your application!

In This Role Your Responsibilities Will Be:

• Major Incident Management
  Facilitates the recovery of an incident with an Enterprise impact time sensitive request tickets and drives issues to the fastest possible resolution by engaging appropriate technical resource groups through the available channels
• Monitoring and Triage
  Using the Service Now ticketing system you will efficiently investigate and coordinate with the local IT teams from all world areas in order to offer support and solutions for all IT network devices related issues.
  Sends timely email communications to the partners using the existing communication templates.
  Ensures that tickets are supervised and being closed in the shortest possible time without failing the SLA and maintaining the agreed important metrics.
• Problem Management
  Ensure offering support and overview to all global sites events that occur in our systems.
  Performs ticket queue monitoring and assures first line of investigation diagnosis and validation of automated alerts events and Incidents reported using the standard monitoring processes and tools (Service Now Solar Winds EPIC Oracle database hosting various web based platforms)
  Manages the escalation and ensures that Global Operations Tickets will be owned and resolved by the required Global Ops representative from the support group if these ticket alerts are not resolvable by Emergency Operations Center.
• Large Scale Maintenance
  Facilitating and coordinating all of the changes upgrades migrations that require our engagement. You will actively work with our IT activity coordinator in order to provide your best assistance to change implementors. Also based on requests from IT technicians you will send communications and bulletins to the IT teams and managements.
  Facilitates the Change Activities that have been identified as having potential Enterprise level impact and are requiring EOC Engagement.
• Integrated Active Support Service
  You will be part of the communication channel organized by the EOC Team in which all IT technical teams will be integrated with the purpose of immediately troubleshooting the reported issues on a 24/7 support structure.
  All of the time sensitive tickets plus tickets that may turn into Priority 1s will be addressed using this channel.

Who You Are:

You adjust communication content and style to meet the needs of diverse collaborators and youre focused on attention to details & quality ensuring that process guidelines are adhered to with zero or minimal discrepancies.
You model and encourage the expression of diverse ideas and opinions as well as resiliency and constantly looking for ways to bring efficiency flexibility and build and expand networks.

For This Role You Will Need:

• IT Networking related knowledge
• A minimum of one year of experience in working in IT related field ticket and incident management; usage of monitoring tools
• Strong communication skills with both technical and executive audiences
• Fluent in English (spoken and written)
• Excellent problem-solving and organizational skills
• Ability to work independently collaboratively and multitasking
• Eagerness to learn and grow professionally
  

Preferred Qualifications That Set You Apart:

• Previous experience working with Service Now and in the Incident management field is a plus
• ITIL Certification will be considered an advantage
• Critical thinking and fast decision making.
  

Our Culture & Commitment to You:

At Emerson we prioritize a workplace where every employee is valued respected and empowered to grow. We foster an environment that encourages innovation collaboration and diverse perspectivesbecause we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship training or leadership opportunities we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.