Event Management Analyst
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Job Description
Event Management Analyst role at Thrive focusing on customer support and problem-solving. Collaborating with Event Management Engineer to ensure high-quality technical support and client satisfaction.
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
Requirements:
- 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
Benefits:
- Work hard, play hard environment
- Guidance, training and experience necessary to build a lucrative career
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