Key Responsibilities:
Technical Issue Management:
- Efficiently handle and resolve first-level technical issues for GOR products.
- Ensure timely and effective action based on priority and severity for each ticket.
- Follow ticketing SOPs and ensure all relevant technical details are captured.
- Adhere to internal escalation matrix based on severity and resolution time.
Site Monitoring & Performance:
- Monitor key KPIs and metrics for sites remotely.
- Ensure no Ranger exceeds 30 minutes of elapsed time in Error, Processing, or Alert Type 1 tasks.
- Send MLE snapshots before and at the end of each shift.
- Develop and monitor frameworks to predict potential/future failures and implement preventive measures.
Coordination & Support:
- Coordinate with onsite engineers to recover Rangers based on alerts from the MLE dashboard.
- Support L3 Hardware lead in building a capable and technically competent team.
- Ensure all relevant site-specific documentation and documentation for new product lines/features is accurately captured and shared with the team.
Customer & Performance Management:
- Perform diagnostics and provide guidance on repairing equipment and systems (hardware/software).
- Ensure customer satisfaction through direct liaison with clients, partners, and service recipients.
- Measure, report, and achieve performance indicators and site service objectives.
- Report near misses, incidents, and identify opportunities for improvement.
