Key Responsibilities and Roles
Provide shift-based support in identifying and handling of network and system incidents Provide management, monitoring and support for network infrastructure Identify issues according to SOPs and previous incidents, escalating identified issues for resolution Provide L1 troubleshooting support for any server or network alerts and monitor the Company’s network and data center facilities vigilantly to ensure no disruption to customer service operations To communicate incident status and update respective parties involved Responsible to maintain daily operation Network Management System (NMS), updates into ticketing system and complete with detailed information and to create and track trouble tickets to closure and perform technical troubleshooting in accordance to established troubleshooting procedures Proactively respond to any incidents and alerts in adherence to SLA