Key Responsibilities:
• Resolve customer’s issues via the telephone, email or remote sessions.
• Reproducing issues in-house and responding back in a timely manner.
• Regular follow ups with customers with recommendations, updates and action plans.
• Identify and escalate issues in a timely manner to vendor according to Standard Operating
Procedures.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community
forums and other internal tools, to provide the most effective solutions to customer issues.
• Collaborate with other CoE/HW teams in diagnosing and isolating the cause of complex issues.
• Maintain quality on case documentation, SLA timeframes and operational metrics.
• Performs within the Productivity Measure of the team (scorecard)
• Incident Management: Resolve single and cross technology incidents independently. Lead the
team members to resolve complex or cross technology incidents.
• Escalation Management: Identify, manage, and lead technical escalations. Participate in formal
Escalation when required to support escalation especially during crisis.
• Problem Management: Proactively and reactively look for solutions to prevent problems from
occurring in team/technology area. Perform Trend and Root cause analysis.
• Change Management/Implementation: Independently prepare, review, implement, rollback and test
plan for change records. Perform risk and impact analysis for changes, May lead or participate in
a Change Advisory Board.
• Patch and Security Management: Apply patch and security changes per policy. Proactively monitor
the environment for patch compliance. Analyze patches for compatibility with each customer or
internal infrastructure environment.
• Configuration Management: Ensure Configuration Management Database (CMDB) entries are
complete and accurate.