Responsibilities
- Monitor internal systems using corporate monitoring platforms
- Log and manage incidents through the ITSM system and handle routine operational tasks
- Process all system-generated alerts promptly and efficiently
- Address incidents and changes according to established procedures
- Maintain a consistently professional standard of service delivery
- Ensure customer-reported issues are resolved to their satisfaction
- Comply with all Incident OLA and SLA requirements
- Collaborate effectively with internal departments across the organization
- Participate in the management of major incidents
- Support the infrastructure team with technical and operational resources
- Keep the team's knowledge repository current and accurate
