Event Management Analyst

3 days ago

Morong, Philippines Thrive Full time

Overview

MUST WORK BELOW SHIFT - Wed - Fri and every other Sat, 7am-8pm, EST

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE

Position Overview

This position offers you the opportunity to join our rapidly growing organization. We\'re looking for someone that is customer and team-oriented to assist in supporting our customers using Thrive monitoring platforms.

As an event management analyst, you should have a solid understanding of customer service and a problem- solving attitude. In this role, the ideal candidate will be working with Event Management Engineer and team to assist in the triage and solve technical issues generated by one of Thrive\'s integrated monitoring systems. Ultimately, this position should be able to ensure high-quality technical support and continue to increase client satisfaction.

Primary Responsibilities
  • Rapid response and initial triage of events generated from one of Thrive's monitoring platforms
  • Performance reporting through analysis of data as it relates to the device/event generated to identify trends that could lead to possible problems
  • Assessment of event impact related to business criticality
  • Clear communication to all necessary internal and external parties throughout event triage, ensuring updates are being provided regularly
  • Continually follow best practices through the entire technical support process
  • Escalation to event management engineer post triage for continued troubleshooting and resolution
  • Ability to adjust priorities and balance responsibilities in a fast-paced environment
  • Client support and communication inbound and outbound via phone, email, chat, and other approved Thrive communication methods
  • Available to work outside of standard hours when necessary or as part of on-call rotation if applicable
  • Other duties as required
Qualifications
  • Associate Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
  • 1 - 2 years of call center or managed services experience preferred
  • Technical subject matter expert on MSP products as they relate to Thrive\'s service catalog
  • Strong written and verbal communication skills
  • Attention to detail and focus on adherence to SOP
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