SOS Support Engineer

KEY EXPECTED ACHIEVEMENTS

Incident Management : Urgency identification and priorityvalidation are done, technical and functional analysis isprovided, solutions are delivered to users, potentialworkarounds are communicated, incident status is updatedto users.​

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

Change Management : Participation in the changemanagement process​

Problem Management : Participation in the analysis of rootcauses of incidents​

Monitoring / Observability : Monitoring systems set up by thebuild and / or infrastructure teams are utilized, alerts aretaken into account, and potential impacts on users arecommunicated to relevant contributors. Incidents based onmonitoring detections are triggered and tackled.​

Continuous Improvement : Feedback is provided to thedevelopment teams regarding potential improvementsidentified by users or the support engineer. Participation tothe continuous improvement of the team.​

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

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