- Monitor the Cato Management Application, Socket and tunnel health, PoP connectivity, ISP link quality and Cato Client health across all sites and users.
- Acknowledge, classify and prioritise alerts and tickets in ServiceNow within SLA. P1 acknowledgement in 15 minutes, P2 in 30 minutes.
- Perform first level triage: identify whether an issue is site, circuit, PoP, client, identity or application related, and gather logs and evidence.
- Resolve known errors using runbooks: Socket reboot and HA failover checks, ISP link verification, Cato Client reinstall and version checks, basic policy hit verification.
- Open and track carrier tickets for circuit outages at overseas sites and coordinate local smart hands for hardware checks.
- Escalate to L2 with a complete handover: symptoms, impact, users or sites affected, what was tried, and current state.
- Keep shift handover notes, update the CMDB and maintain the known error database.
- Run daily health checks and produce the daily operations summary.