Responding to health monitors/alerts.
Performing initial troubleshooting of reported issues.
Leading the incident management process and facilitating communications to assist with resolution of the incident.
Job Responsibilities
Monitor all production networks, servers, applications and services.
Respond to alerts according to standard processes.
Utilize ticket tracking systems to resolve tickets from internal and external requests.
Facilitate communications and maintain a strict command center during an incident.
Track and manage incident tickets fully to ensure proper operational metrics are captured and maintained.
Collaborate with various technology teams for issues resolution.
Communicate with IT stakeholders on the statuses of issues.
Respond to escalations from Customer Service (Tier 1 & 2) or Partner NOCs.
Create and maintain knowledge base articles, policies, and procedures.
Execute run books processes as documented for diagnosis and remediation of issues.
Fully document and communicate shift-turnover reports.
Perform other duties as assigned by management.
