Support Engineer

Overview

The Support Engineer provides production support and handles incidents, service requests, changes, problems, monitoring alerts, continuous improvement, knowledge management, and service-level issues.

What you'll do

• Identify incident urgency and validate priority.
• Provide technical and functional incident analysis.
• Deliver solutions to users.
• Communicate potential workarounds to users.
• Update users on incident status.
• Handle standard service requests, process them or forward them to the relevant contributor, provide status updates, and continue requests until closure.
• Participate in the change management process.
• Participate in the analysis of incident root causes.
• Use monitoring systems set up by the build and/or infrastructure teams.
• Take alerts into account and communicate potential impacts on users to relevant contributors.
• Trigger and tackle incidents based on monitoring detections.
• Provide development teams with feedback on potential improvements identified by users or the support engineer.
• Participate in the continuous improvement of the team.
• Document and share lessons learned from activities.
• Understand the performance management system and set alerts on cases of issues.

What you'll need

• Production Support skills.
• Linux Administration skills.
• Windows OS skills.
• ITIL skills.

Details

• Location: Pune.