Job Description
1. Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible by working with various teams but not limited to Development, Cloud, Network and Database teams
2. Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
3. Troubleshoot issues across a wide range of applications using monitoring solutions and/or with log analysis. Troubleshooting code is not expected, but is nice to know.
4. Provide first-line investigation which may include Business, system and technical analysis and diagnosis of all Incidents and Service Requests
5. Identify potential and recurring issues within the application in the production environment or it’s operation within the business. Takes steps on permanent resolution of issues.
6. Escalate Major Incidents to the Incident/Service Account Manager
7. Escalate Incidents at risk of breaching Service Level Agreement/Operational Level
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