Operations Center Technician, Staff
On-site · Hyderabad, Telangana, India
Job Summary
The Operations Center Technician will monitor and support Blackbaud's Operations Center and Corporate IT to ensure service-impacting events are resolved within SLA timelines. Responsibilities include proactive monitoring, ticketing queue management, live support (phone/chat), incident response with restoration-first focus, root-cause analysis, knowledge-base updates, escalation handling, and communication of status to stakeholders. The role covers endpoint support across PCs, Macs, mobile devices, and peripheral hardware, plus preparation and maintenance of operational logs and documentation, post-incident reviews, and collaboration with repair agents and business users to prevent recurrence. Required qualifications include a bachelor’s degree with 3+ years of related IT experience, strong Windows OS and MS Office knowledge, familiarity with Apple OS, mobile devices, ServiceNow or equivalent, and ITIL-based practices, with A+ and Net+ certifications encouraged.
Required Qualifications
- Bachelor’s degree and 3+ years of related experience
- In-depth Knowledge of Windows OS
- In-depth Knowledge of MS Office suite products
- Experience with Apple operating systems
- Experience with Cell Phones and other mobile devices
- Experience with ServiceNow or other ticket tracking software
- Solid experience in ITIL service management processes (Foundations V3 or V4 preferred)
- Certifications/Licenses: A+, Net+
- Able to work flexible hours as required by business priorities
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