Responsibilities
- Monitor and maintain application performance and availability across defined scopes.
- Engage in incident management activities, including high-priority situation rooms and root cause analysis, while upholding ITIL governance and SLA compliance.
- Carry out change requests and application deployments using established ITIL and DevOps methodologies.
- Proactively detect and resolve technical issues to support uninterrupted business functions.
- Participate in on-call schedules to ensure round-the-clock support for critical systems.
- Serve as the main liaison with development teams for issue diagnosis and resolution coordination.
- Collaborate with Scrum teams during system design, deployment, and improvement phases.
- Apply system upgrades, patches, and new features with minimal user disruption.
- Keep technical documentation current, covering processes, configurations, and troubleshooting steps.
- Share knowledge and best practices with global support colleagues to boost team effectiveness.
- Deploy and fine-tune monitoring solutions within production environments, such as Dynatrace.
- Work with development units and expert centers to establish strong observability and monitoring standards.
- Promote observability awareness to enable early identification and resolution of system issues.
