Vacancy Announcement: Excellerent Technology Solutions

Vacancy Announcement
Excellerent Technology Solutions

Position: Help Desk Officer
Term of Employment: Permanent
Duty Station: Addis Ababa
Required Number: One (2)
Salary& Benefits: Competitive
Application Deadline: April 30, 2022
Background:
Excellerent is a Leading Global Technology firm focused on working with Enterprise fortune 500 Customers
and Product Organizations. We help customers do business better by leveraging our industry-wide deep
technology expertise and simplifying complex business problems by transforming them into manageable
services. Headquartered in Pittsburgh, PA with offices in Dallas, New Jersey & Seattle with Extended
Delivery Centers in US, India & Ethiopia. We use Flexible delivery models ranging from consulting,
professional staffing and development with onsite and offshore extended delivery centers.
Our Culture:
Our culture is one where talented, dedicated and adaptable individuals are committed to doing their best
and exhibit great team work to achieve excellent results.
We recognize our most valuable assets are our staff and are committed to providing our employees with
the tools, training and mentorships necessary to achieve their career goals.
Essential Duties
• Good oral and written communication skills in English Language.
• Experience in monitoring networks, servers, and applications.
• Servers include windows and they may be a few Linux servers. Most are Windows. The application
includes several applications including PeopleSoft, Utlipro, etc.
• Good knowledge of working with a monitoring system such as Site24x7 for monitoring servers, email
alerts, text message alerts will be an advantage.
• Experience in reviewing the alerts and performing standard operating procedure steps required when
an alert is received from Site 24X7 monitoring system.
• If a procedure is not available, then one must be created and reviewed with the administrators at the
client's location.
• Understanding of the escalation process. Alerts that cannot be addressed will follow an escalation
process of sending it to the client’s administration.
• Experience in problem-solving expertise in networks, servers, and applications. Coding is not involved.
It is more of operations.
• Ability to answer critical phone calls and organize Major Incident bridge calls with multiple IT Teams
while on-call.
• Determine incident priority based on extracted information and known impacts.
• Ensure that the appropriate communications are sent to senior management and the business
keeping them advised of the incident and of the customer impact
• During a Major Incident; actively document a detailed timeline including key milestones
• Act as a key point of contact for business and IT executives during and after Major Incidents
• Monitor various channels including monitoring dashboards, phone, chat, and email for signs of a
potential Major Incident.
Required Skills and Qualifications:

• 2-5 years Major Incident Management experience working with a wide-range of enterprise
technologies, such as distributed services (server and database), network, mainframe, middleware
(message queues, ESBs), storage, APIs, web architecture, and virtualization
• 2-5 years of experience working with ServiceNow or another enterprise service management
platform, preferably in a large enterprise environment preferred
• Diverse knowledge of mortgage banking preferred
• Ability and confidence to act with decisiveness on critical decisions
• Ability to multi-task and make good judgments in a dynamic, high stress environment
• Maintaining a professional demeanor and attitude while driving for results
• Demonstrable understanding of ITIL methodology and demonstrated proficient in the ITIL v3
framework
• Demonstrable understanding of Incident and Problem Management processes, maturity,
management, and optimization
• Strong analytical skills, soft skills and customer service abilities are required
• ServiceNow experience strongly preferred -Little. But I am a very fast learner, and have ample
experience with related app platforms
• ITIL v3 foundations Certification preferred -No Certification
Application Instructions
• We invite all candidates meeting the required qualifications to send a cover letter and CV (maximum 5 pages).
• Please DO NOT submit scans of certificates with your application.
• Please email cover letter and CV (maximum 5 pages) to Ethiopiarecruitment@excellerentsolutions.com and
include “Application for Help Desk Officer” in the subject line.
• Women are highly encouraged to apply.
• NB. Only short listed candidates will be contacted.

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