1) Incident Management:
• Respond promptly to incident tickets of severity 3 & 4 priority, ensuring timely resolution and minimal disruption to operations.
• Troubleshoot issues related but not limited to Windows Server, Linux OS and system related platform (e.g. hypervisor or virtualization) diagnosing and resolving technical problems (e.g. backup job issue) efficiently.• Utilize relevant certifications and expertise to effectively troubleshoot and resolve technical issues within the operating environments.
• Escalate complex incidents to appropriate teams or higher-level support tiers when necessary, providing detailed information for further investigation.
2) Event Management:
• Utilize monitoring platforms to proactively identify potential issues within the Cloud environments.
• Monitor system alerts and notifications, taking pre-emptive action to address emerging problems before they escalate to incidents.
• Analyse and triage events generated by monitoring systems to distinguish between regular system behaviour and potential incidents.
• Assist in the transition of critical events to the incident management process, ensuring a seamless response to potential incidents.
3) Request Fulfilment:
• Execute requests of low complexity related to Windows Server and Linux OS, such as user account management, vulnerability assessment, software release (e.g. OS patching) for non-production systems.
• Implement changes to the environment as required for request fulfilment, ensuring adherence to established procedures and minimizing risk to system stability.
4) Documentation and Reporting:
• Maintain accurate records of incident ticket, request fulfilment, and troubleshooting activities in ITSM.
5) Collaboration and Communication:
• Collaborate with other IT teams and stakeholders to ensure seamless delivery of support services and timely resolution of incidents and requests.
• Communicate effectively with users, providing clear instructions and updates regarding the status of their tickets and requests.