Event Management Analyst

This position offers you the opportunity to join our rapidly growing organization. We're looking for someone that is customer and team-oriented to assist in supporting our customers using Thrive monitoring platforms.

As an event management analyst, you should have a solid understanding of customer service and a problem- solving attitude. In this role, the ideal candidate will be working with Event Management Engineer and team to assist in the triage and solve technical issues generated by one of Thrive's integrated monitoring systems.

Ultimately, this position should be able to ensure high-quality technical support and continue to increase client satisfaction.

Primary 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

Other duties as required

Qualifications

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

Strong written and verbal communication skills

Attention to detail and focus on adherence to SOP