Job Description
- Ensure the proper operation and maintenance of all production systems and services managed by Service Operations.
- Provide high-standard incident and problem management support, coordinating resolution efforts with the appropriate resolver teams.
- Minimize system downtime by ensuring prompt escalations to specialized internal and external resolver groups, adhering to customer contracts, SLAs, and monitoring requirements.
- Escalate unresolved issues to the next level for further investigation and resolution.
- Perform analysis, define requirements, document changes, and verify enhancements for applications and systems.
- Deliver onsite user support during service cutovers to ensure a smooth transition.
- Continuously document lessons learned, known errors, and operational knowledge to improve service delivery.
- Investigate problems by reviewing error logs, reporting faults, and recreating issues in a staging environment. ...
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