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Interview Assessment Notes
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1. Could you introduce yourself and tell us about you? Your current/recent jobs and employers? Previous companies and jobs?
He was born and raised in India and holds a degree in Science and Engineering with a strong academic record. Professionally, he has 2.5 years of experience in Technical Support. Currently, he is working for a UK-based company located in India, where he handles ServiceNow requests from clients. His responsibilities include voice process issue resolution, virtual machine creation and administration, and application support. Additionally, he conducts root cause analysis by reviewing incidents from ServiceNow, generates reports for clients, and helps develop Standard Operating Procedures (SOPs) based on new updates in application support. His role primarily involves Level 2 (L2) support, but he is open to transitioning into a Level 3 (L3) support position. He previously worked at another company from September 2022 to May 2024 before moving to his current role.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
He specializes in ServiceNow and has strong expertise in incident management. His skills include handling incident resolution, conducting root cause analysis, and generating detailed reports for the change management team. He plays a key role in ensuring that incidents are thoroughly analyzed and documented. Once the change management team reviews and approves the necessary changes, he ensures that these changes are effectively implemented within the project. His ability to manage and streamline this process demonstrates his proficiency in technical support and operational efficiency.
3. Do you have XXXX (Key Criteria 1)? If so can you tell me more?
He has experience with ServiceNow and a strong background in incident management, root cause analysis, and application support. In his current role, he handles requests from ServiceNow, where clients raise issues, and he provides L2 support, including virtual machine creation, administration, and application troubleshooting. Additionally, he conducts root cause analysis, generates reports, and collaborates with the change management team to ensure the proper implementation of solutions. He also works on developing Standard Operating Procedures (SOPs) based on new updates or application support requirements. With 2.5 years of experience in Technical Support, he is proficient in handling incident resolution and coordinating between project management and change management teams to implement necessary updates and improvements. He is open to L3 support roles but is also comfortable with L2 support.
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Recruiters
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Employment Agency
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Silicon Valley Associates Recruitment.
907, 9th Floor, Silvercord Tower 2, Tsim Sha Tsui. Kowloon, Hong Kong
25F, Central Plaza, Xin Tian Di, Shanghai
Ubi TechPark #01-08, Singapore
Sunshine Technology & Innovation Centre, No.1003 Nanxin Road, Nanshan, Shenzhen
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Job-Seeker Agreement
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The Candidate has agreed that Silicon Valley Associates Recruitment may disclose their profile to potential employers for the purpose of seeking new employment.
Silicon Valley Associates Recruitment will never charge any fees from job-seekers.
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Employer Terms
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General Terms and Conditions apply to all requests, offers, and agreements regarding the provision of services, and are available upon request.
These can be sent to you on request or can be found on our website: svarecruitment.com.
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