No experience
Employment Type:
Full time
Job Category:
Delivery / Courier
ITO Svc Delivery Rep III
(This job is no longer available)
Perspecta | Irvine, CA
Grad Date

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Job Description

Incident Management:

* Monitor systems and identify performance issues reactively.
* Solve technical problems on assigned hardware and software platform(s)/application(s) following standard protocols.
* Works within strict time scales and elevates incidents within defined time windows.

Problem Management:

* Ability to identify incident trends in order to elevate incidents in accordance with standard protocols.

Change Management:

* Execute scripted change management activities as approved and documented.
* Perform routine installations, configurations per standard protocols.
* Assemble and integrate system/product.

Operations Maintenance:

* Perform routine maintenance. May include performing tape/backup operations


* Understands the impact of operations delivery on the customer's business.
* Contribute to team's ability to meet target goals.

Complaint Handling:

* Responds to customer relations problems promptly and appropriately, escalates issues according to established procedures.

Customer Relationship:

* Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
* Work effectively in a multicultural environment.
* Respond to common service, product, technical, and customer-relations questions


* Work with local teammates and virtual team members

Education and Experience Required:

* High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree.
* May hold entry level certification(s) in field of work.
* Typically, 2-4 years of working experience in related fields.

Knowledge and Skills:

* Able to demonstrate knowledge of corporate organization, job and policies.
* Working knowledge of administration or technical skills/knowledge in relevant areas.
* Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve all routine problems and some moderately complex problems.
* Basic understanding of high availability system environments, if applicable.
* Understand and begin to apply basic project management skills.
* Proficient in professional oral, written and telephone communication skills.
* Ability to build and maintain ongoing relationships with customers, peers, and support partners.
* Able to understand typical Customer system environments with associated business needs.
* Ability to work in a team environment, which may be local, global, virtual, or multi- functional.
* Demonstrate good teamwork with peers.