Support Engineer
Support Engineer
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Job Description
KEY EXPECTED ACHIEVEMENTS
Incident Management: Urgency identification and priorityvalidation are done technical and functional analysis isprovided solutions are delivered to users potentialworkarounds are communicated incident status is updatedto users.
Service Request handling: Standard requests are taken intoaccount processing is carried out or forwarded to therelevant contributor status updates are provided to usersand requests are continued until closure.
Change Management: Participation in the changemanagement process
Problem Management: Participation in the analysis of rootcauses of incidents
Monitoring/Observability: Monitoring systems set up by thebuild and/or infrastructure teams are utilized alerts aretaken into account and potential impacts on users arecommunicated to relevant contributors. Incidents based onmonitoring detections are triggered and tackled.
Continuous Improvement: Feedback is provided to thedevelopment teams regarding potential improvementsidentified by users or the support engineer. Participation tothe continuous improvement of the team.
Knowledge Management: Lessons learned from activitiesare ensured to be documented and shared.
Service Level Management: the performance managementsystem is understood and alerts on cases of issues are set.
Employment Type
Full Time
