Support Engineer, Technical Operations

Overview

Job Family : Operations / eXpert Operation Center (XOC) / Technical. Reporting : Assoc Manager, Technical Operations.

Responsibilities

• Part of the Managed Services team in supporting the IT Infrastructure. Your responsibilities include technical administration, support and implementation. You are expected to work with our client to ensure IT Support Services are delivered based on the agreed service level definition, and you are expected to be a fast learner and to acquire technical implementation skills as and when needed due to business requirements. You need to have strong analytical and problem-solving skills to excel in supporting our customers.
• Proactively monitor the performance of servers, applications, and security systems to ensure optimal operation.
• Identify, document, and resolve technical issues under Incident Management protocols.
• Ensure all tasks are executed within agreed service levels, including Service Requests, Incidents, Changes, and Patch Management.
• Continuously assess systems for potential enhancements and recommend improvements for deployment.
• Prepare, maintain, and share progress reports with both customers and internal operations teams.
• Participate in a 24 / 7 on-call standby to support operations.
• Any other ad-hoc tasks assigned.

Performance Requirements

Technology Competencies and Experience

Education or Certification

#J-18808-Ljbffr