Technical Support Engineer

Overview

The Application Operation support engineer in the Delivery organization is an important role ensuring critical applications used by the customer are up and running to meet business requirements. The role brings together competencies in incident, change, problem, capacity and performance and configuration management, and owns the availability assessment. The focus is on the availability of services and presenting the team's performance to the supported accounts.

Responsibilities

• Build strong working relationships with Technical Supervisor, Customer Service Agent and tower support and technology teams.
• Demonstrate awareness of the customer’s business and in-depth knowledge of the customer’s environment and support processes.
• Comply with ITSM & SLA standards by observing the Incident Management lifecycle processes.
• Be proactive to anticipate issues or situations that impact service availability and critical respon...