Support Engineer

3 weeks ago


Pune, India MICHELIN Full time
Support Engineer

- - - - - - - - - - - -KEY EXPECTED ACHIEVEMENTSIncident Management

: Urgency identification and priorityvalidation are done, technical and functional analysis isprovided, solutions are delivered to users, potentialworkarounds are communicated, incident status is updatedto users.​Service Request handling

: Standard requests are taken intoaccount, processing is carried out or forwarded to therelevant contributor, status updates are provided to users,and requests are continued until closure.​Change Management

: Participation in the changemanagement process​Problem Management

: Participation in the analysis of rootcauses of incidents​Monitoring/Observability

: Monitoring systems set up by thebuild and/or infrastructure teams are utilized, alerts aretaken into account, and potential impacts on users arecommunicated to relevant contributors. Incidents based onmonitoring detections are triggered and tackled.​Continuous Improvement

: Feedback is provided to thedevelopment teams regarding potential improvementsidentified by users or the support engineer. Participation tothe continuous improvement of the team.​Knowledge Management

: Lessons learned from activitiesare ensured to be documented and shared.​Service Level Management

: the performance managementsystem is understood and alerts on cases of issues are set.
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