Job Description
Responsibilities
- Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
- Provides timely and consistent updates of tickets with resolution tasks performed.
- Proactively identifies, investigates, and analyzes issues and errors before or when they occur, logging all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides fourth‑level support to all escalated incidents and requests, identifying the root cause of incidents and problems and responding to tickets that third‑line engineer teams could not fix.
- Shares knowledge to resolve issues, documents solutions, and pushes knowledge down to other engineers.
- Communicates with other teams and clients to extend support.
- Acts as an emergency suppo...