- Incident Management : Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.
- Service Request handling : Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.
- Change Management : Participation in the change management process
- Problem Management : Participation in the analysis of root causes of incidents
- Monitoring/Observability : Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account,



and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.
- Continuous Improvement : Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.
- Knowledge Management : Lessons learned from activities are ensured to be documented and shared.
- Service Level Management : the performance management system is understood and alerts on cases of issues are set.

📌 Support Engineer (Pune)
🏢 Michelin
📍 Pune