Responsibilities
- Providing excellent customer service through responding to customer issues in a professional manner and keeping them informed of progress
- Owning assigned issues/incidents through the ticket lifecycle management covering;
- Creating issue ticket and initial triage to identify problem issue/area
- Applying problem solving analysis and techniques to resolve issues where appropriate
- Assigning the issue to an appropriate Systems Engineer based on problem issue, skill set and resources available
- Acting as main coordination point with team working on incident to bring the issue to a successful resolution
- Providing clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers)
- Escalating to senior team members or external vendors when an incident becomes blocked to help resolve the issue
- Creating, maintaining and curating of incident documentation to benefit both the customer and the team for retros and continuous team learning
- Supporting with Root Cause Analysis (RCA) collation and documentation
- Supporting with smoke testing to check functionality of a solution prior to its release to customer production systems
Additional Information
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