Vacancy expired!
Role Purpose & Scope
- Provides 1st level technical support of Metadata operation for media and media allied product portfolio; front ending with downstream team to resolve technical issues with customers and meeting SLA requirements.
- Provides Level 1 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
- Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer.
- Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues
- Constant Observability of metadata incidents
- Root cause analysis including code investigation and problem management
- Bug fixes, Functional Impact analysis
- Functional & Sanity Testing
- Deploy, Manage and support the metadata platform functions
- Own and improve service reliability and availability of the metadata platform
- Work hand-in-hand with Metadata Operations team, Engineering team, architects, to deliver metadata functions.
- Analyze trends and make recommendations in the areas of monitoring, incident and change management, cloud orchestration and support.
- Develop and maintain run books
- Extend support in implementing Automation
- Ensures compliance with SLAs and OLAs
- Delivers product installations according to internal procedures
- Escalates opportunities and/or issues according to established procedures
- Works in US business times and on-call 24hrs / 7 days.
- Shift work, Standby support and working on weeknights/weekends/public holidays is required
- Ad-hoc occasional travel to customer sites may be expected
- Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders
- Peer review on analysis and communication
- In depth triage and analysis of customer defined configuration
- Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers
- Championing a customer and becoming the SME for said customer
- Creation, maintenance, validation and publication of Remedy Knowledge Management articles
- Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.
Vacancy expired!