DAP SOS Support Analyst

DAP SOS Support Analyst

Mandatory Technical Skills : Linux fundamentals, windows operating system,

Preferred Technical Skills : Understanding of ITIL, SQL, Ansible

Shift / Work Timings : Rotational 24

• 5 with on call support on weekends.

Working Days : 5 Days a week

KEY EXPECTED ACHIEVEMENTS

Incident Management : Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.​

Service Request handling : Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.​

Change Management : Participation in the change management process​

Problem Management : Participation in the analysis of root causes of incidents​

Monitoring / Observability : Monitoring systems set up by the build and / or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.​

Continuous Improvement : Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.​

Knowledge Management : Lessons learned from activities are ensured to be documented and shared.​

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