Support Engineer

Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.​

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

Change Management: Participation in the change management process​

Problem Management: Participation in the analysis of root causes of incidents​

Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.​

Continuous Improvement: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.​

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

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