Technical Support Engineer
Current•I am tasked but not limited to ensure 1st line fault resolution and identification of potential risks and take actions to mitigate failure.• Identify faults/incidents and own them until resolution and closure.• Interface with other stakeholders in/out of the organization with an aim of making thecustomer(internal/external) experience better.• Be a continuous improvement champion in my space.• Provide governance in the work order Change Management execution process andquality performance after execution to meet intended Impact assessment• Develop, analyze and consume relevant daily/weekly/monthly reports on various keyaspects of the Tech Support section.• Follow fault and incident management processes and carry out continuous follow-ups todeliver the defined Impact assessments.• Ensure proper and documented follow-ups are done from start to end ofevents/incidents.• Champion observability of all services/systems for support and escalation.• Work in a shift or function within the team.• Work directly with 3rd party service providers to escalate and resolve connectivity issues.• Contribute to continual process improvement within tech support including but notlimited to automation of tasks and reporting, implementation of enterprise-widemonitoring initiatives.• Develop key dashboards for transparency of reporting uptime and other metrics asidentified.• Up-to-date technical documentation for services• Identify root cause on severe System/network/service infrastructure issues in order to plan for future prevention and service improvements.
