Senior IT Operations Specialist (Korean Bilingual)

Job description

Company Description On Site: Contract: 1 year + extension: Pay rate: $58/hr DOE: Korean/English Bilingual Required: We are looking for enthusiastic and experienced Senior IT Operations Staff to join a team of 17 members (13 in the US and 4 offshore) from Tier 1 and Tier 2 IT Operations across multiple locations and time zones in the US and offshore. The main duties include understanding the overall enterprise IT Operations to support users, especially Korean-speaking VIPs; generating weekly reports; participating in on-call rotations and handling escalations; and working with multiple cross-functional teams. Job Description: - Able to handle urgent and complex support issues and coordinate the effort within the IT Operations Team. - Act as an escalation point for all IT requests and incidents. - Develop and enhance phone and ticket escalation processes to ensure smooth escalation and information flow within the IT Operations team. - Provide data and reports on KPIs and trends using Zendesk ITSM on a weekly, monthly, and as-needed basis. - Responsible for daily ticket analysis and developing strategies for improvement - Monitor all IT communication channels on Slack, MS Teams, and e...