Cloud Managed Services Engineer (Santiago)

Key Roles and Responsibilities

• Proactively monitors the work queues
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyses issues and errors prior to or when they occur, and log all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record
• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalates all tickets ...