Job
Description
Roles and Responsibilities:
Monitors client infrastructure and solutionsIdentify problems and errors prior to or when they occurRoutinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reductionInvestigate first line incidents assigned and identify the root cause of incidents and problemsFulfill approved requests following agreed proceduresProvide telephonic or chat support to clients when requiredExecute approved maintenance activities including patching and configuration changesFollow the required handover procedures for shift changes to ensure service continuityReport and escalate incidents where necessaryEnsure the efficient and comprehensive resolutions of incidents and requestsProactively identify opportunities for work optimizationUpdate existing knowledge articles or create new onesIdentify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities
Desired Candidate Profile
Perks and Benefits