Service Operations
Current- Recording and responding to incidents and service requests from the business, suppliers and service teams within agreed operational timelines and service levels.- Maintain ownership of Incidents escalated from other teams to Support Level 3 (Problem Management), ensuring status update and resolution according to Service Level Agreement and prioritization.-Ensuring technical availability of high traffic, global services.-Coordinate and engage in troubleshooting with development teams, operations team and support functions in adjacent services.-Performing detailed analysis of issues using tools (Splunk, New Relic, Grafana, Linux console etc.) and server logs for root cause understanding and effective resolution.- Cooperating with 3rd party suppliers for awareness and assistance of upcoming service maintenances, changes or planned releases.- Working with development teams on prioritization of known defects and ensuring fixes are deployed in a timely manner.- Bridging communication between Development and Operations - working in DevOps culture.
