Staff Technical Support Engineer

First-line engineer to handle malfunction & technical request cases related to production flow, system or infrastructure within stipulated SLA.

Monitors applications and infrastructure alerts and proactively resolves or escalates alerts if deemed necessary.

Troubleshoot cases by reviewing systems or data log files and proactively look for solutions.

Collaborate and work closely with Tier 2 engineers in resolving escalated cases.

Concise in creating, updating, and resolving cases via ServiceNow ticketing system.

Diligently adhere to Operation’s Standard Operating Procedures and Processes while handling cases.

Able to create knowledge articles / OCAP (Out of Control Action Plans) when the need arises.

Coordinate and / or participate in ad-hoc projects.

Able ...