Job Description
Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
nSLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
nPerformance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
nPerform system Improvements-Create mitigation measures to evaluate recent tools or improvements by collaborating with technical teams.
nHandling disaster recovery-Perform security assessments and recovery drills,
and implement necessary controls to ensure compliance with established security standards.
nReporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
nTeam Management-Collaborate with team members to resolve open tickets and service requests.
nKnowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
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