Senior Support Engineer
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KEY EXPECTED ACHIEVEMENTS
Incident management: Incidents are handled from identification toclosure, including advanced technical and functional analysis. Highvisiblityincidents are managed. Focal points of his/her perimeter areensured in case of crisis.?
Service Requests handling: Processing and resolution of complexservice requests, ensuring timely and accurate communication withusers.?
Problem Management: Leading or participating in root cause analysis,coordinating with responsible contributors for patch implementation.?
Monitoring/Observability: Leveraging monitoring tools and data toproactively address issues and optimize service delivery. Inputs andrequirements of monitoring system are provided to thebuidteam.?
Change Management: Analysis and validation of changes inproduction, considering their impact on users and providing clearcommunication. Links with the build team during the process ofmoving applications to production are ensured.?
Continuous Improvement: Active contribution to the continuousimprovement of applications, proposing and implementingenhancements.Proactivyand anticipation are provided to preventissues.?
Knowledge Management: Sharing of acquired knowledge, providingguidance and training to team members.?
Communication: Accurate communication is provided (directcommunication, user callbacks, portals, ...)?
Service Level Management: performance of his/her perimeter issteered and managed with accurate tools?
Operability: contribute to guarantee that the build to run phase isdone correctly. including respect of the process itself, but also workingwith build team to explain expectation of support team ?
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