We are seeking an experienced Monitoring and Support Engineer to support the technology initiatives of the IT Infrastructure team at Keywords. The Monitoring and Support Engineer will be responsible for follow-the-sun monitoring of IT infrastructure, prompt reaction on all infrastructure incident, primary resolution of infrastructure incidents and support requests.
Responsibilities
Full scope of tasks including but not limited to:
- Ensure that all incidents are handled within SLAs.
- Initial troubleshooting of Infrastructure incidents.
- Ensure maximum network & service availability through proactive monitoring.
- Ensure all the incident and alert tickets contain detailed technical information.
- Initial troubleshooting of Infrastructure incidents, restoration of services and escalation to level 3 experts if necessary.
- Participate in Problem management processes.
- Ensure that all incidents and critical alerts are documented and escalated if necessary.
- Ensure effective communication to customers about incidents and outages.
- Identify opportunities for process improvement and efficiency enhancements.
- Participate in documentation creation to reduce BAU support activities by ensuring that the Service Desks have adequate knowledge articles to close support tickets as level 1.
- Participate in reporting on monitored data and incidents on company infrastructure.
- Implement best practices and lessons learned from initiatives and projects to optimize future outcomes.
