Support Engineer

Incident Management: Urgency identification and priorityvalidation are done, technical and functional analysis isprovided, solutions are delivered to users, potentialworkarounds are communicated, incident status is updatedto users.

Service Request handling: Standard requests are taken intoaccount, processing is carried out or forwarded to therelevant contributor, status updates are provided to users,and requests are continued until closure.

Change Management: Participation in the changemanagement process

Problem Management: Participation in the analysis of rootcauses of incidents

Monitoring/Observability: Monitoring systems set up by thebuild and/or infrastructure teams are utilized, alerts aretaken into account, and potential impacts on users arecommunicated to relevant contributors. Incidents based onmonitoring detections are triggered and tackled.

Continuous Improvement: Feedback is provided to thedevelopment teams regarding potential improvementsidentified by users or the support engineer. Participation tothe continuous improvement of the team.

Knowledge Management: Lessons learned from activitiesare ensured to be documented and shared.

Service Level Management: the performance managementsystem is understood and alerts on cases of issues are set.