Incident Management
- Receives incidents from the L1's for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident.
- Performs deep analysis and investigation of the incident received from the L1's.
- Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
- Consults and works with his or her Domain Lead regarding the incident as well as the business domain processes.
- If a major incident occurs after working hours then he or she would have to be available to resolve the issue on priority.
- Directly communicates with end customers for additional information of the incident.
- Escalates to the L3's when technical skills are out of scope to complete the tasks or do not solve the incident.
- Contributes to the knowledge base essential for continuous process improvement for the L1's and for his own role.
- Problem Management
- Identifies, reports and submits details of potential problems to the Problem Manager for his or her review.
- Reviews, analyzes, and investigates the problem in order to identify its root cause and provide corrective action/permanent solution or preventive action.
- Consults and works with his or her Domain Lead regarding the problem.
- Identifies and reports the need for a change request to resolve the problem.
- Creates and documents root cause analysis details, workaround, and corrective/preventive actions.
- Implements corrective/preventive actions to the problem within the scope of his or her level.
- Verifies if the action has addressed the root cause.
Additionally, ensures that the implemented action does not result in another incident.
- Provides an update to the Problem Manager regarding the outcome of the implementation.
- Change Management
- Identifies the incident or problem if it requires a change request to resolve the issue.
- Administrative
- Understands and complies with CMMI standards of the organization.
- Maintains and updates daily monitoring of service deliverables.
- Prepares and submits needed reports.
Minimum Qualifications
- Bachelor's or College degree in Information Technology, Computer Engineering, and/or related fields.
Other courses are welcome as long as he or she has extensive related experience.
- Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management
- Strong familiarity and working knowledge on Incident, Problem, and Change Management, SQL, Moodle, HTML, Php, Oracle, Jira
- Strong Analytical and Problem solving skills
- Highly Proficient in specific technology platforms and tools required by the business
- Experienced with any ticketing system
- Customer oriented and Good communication
- Language : Fluent in English (Written and Oral)
