Opportunity Description
Responsibilities
- Provide exceptional service to clients by proactively identifying and resolving technical incidents.
- Pre‑emptively resolve service incidents, conduct product reviews, and implement operational improvements.
- Manage high‑complexity tickets, perform advanced tasks, and ensure zero missed SLA conditions.
- Mentor junior team members and coach L2 teams on advanced troubleshooting techniques.
- Collaborate across technology domains such as Cloud, Security, Networking, and Applications.
- Use monitoring tools to respond to alerts and identify issues before they become problems.
- Log incidents with required detail, analyze, assign, and escalated support calls.
- Identify opportunities for optimization and automation, providing continuous feedback to clients and affected parties.
- Create knowledge articles for frequent tasks/issues and train junior team members in their use.
- Provide input...