Support Engineer

Job description

• Incident Management : Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.
• Service Request handling : Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.
• Change Management : Participation in the change management process
• Problem Management : Participation in the analysis of root causes of incidents
• Monitoring/Observability : Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.
• Continuous Improvement : Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.
• Knowledge Management : Lessons learned from activities are ensured to be documented and shared.
• Service Level Management : the performance management system is understood and alerts on cases of issues are set.