Service Operations Support

Job Role- Service Management (Incident,Change,Problem)

Location- 70k to 80k

Salary Range- Tampa, Florida

Job Description

Role: Entry Level Service Operations Support

Service Operations Support

Assist in managing Incidents, Service Requests, Changes, and Problems as per defined processes
Log, track, and update tickets in the ITSM tool (e.g., ServiceNow)
Follow up with resolver teams to ensure timely resolution
Ensure tickets are updated with accurate status and documentation

Service Monitoring & Reporting

Help prepare daily / weekly service reports (incidents, tickets, SLAs)
Track SLA compliance and highlight potential breaches
Maintain service trackers and dashboards under guidance

Major Incident Support

Provide support during Major Incidents
Assist in bridge calls (minutes, updates, action tracking)
Help document incident timelines and post‑incident notes

Process & Documentation

Adhere to ITIL-based processes and standard operating procedures
Assist in maintaining SOPs, runbooks, and knowledge articles
Support audit and compliance data collection when required

Coordination & Communication

Coordinate with L1/L2/L3 teams, service owners, and vendors
Communicate status updates professionally via email and ITSM tools
Escalate delays or risks to the Service Manager

Required Skills
Technical / Functional

Basic understanding of IT support or ITSM concepts (training provided)
Willingness to learn ITIL processes
Familiarity with MS Excel, Outlook, Teams