Sr. Service Delivery Engineer
Role Overview
Highly skilled and analytical Zendesk Engineer to drive the technical implementation of client's IT Operations transformation. Sr Zendesk Engineer will be the primary technical resource responsible for architecting and optimizing Zendesk workplace, developing system integrations, and automating workflows. Alongside system administration, will utilize their strong background in ITIL processes to troubleshoot operational issues, manage incident escalations, and ensure our knowledge bases and documentation are impeccably maintained.
Key Responsibilities
Zendesk Configuration & Automation
existing monitoring tools (e.g., PRTG). Deploy webhook scripts to enable the automatic creation of Zendesk tickets directly from critical system alerts.
Proactive Monitoring Implement polling scripts to monitor and report on unassigned tickets to ensure no requests fall through the cracks.
Threshold Tuning Work closely with operations to fine-tune alert thresholds, minimizing false positives and reducing alert fatigue.
Incident & Escalation Management
Issue Resolution Apply strong critical thinking skills to troubleshoot complex operational issues and resolve escalations effectively.
Process Execution Manage the lifecycle of incidents and escalations. Maintain a Problem Register that links recurring incidents to a Root Cause Analysis (RCA) process.
Metric Tracking Actively monitor and track key performance indicators, specifically focusing on improving First Contact Resolution (FCR) rates.
Documentation & Knowledge Management
Knowledge Migration Lead the migration of informal agent Standard Operating Procedures (SOPs) from legacy systems (e.g., OneNote) into a governed Zendesk Knowledge Base.
Documentation Standards Accurately update tickets, create comprehensive knowledge base articles, and document SOPs for responding to system alerts, ensuring all technical documentation is maintained for future reference.