Genesys Support
3 months ago
Supporting and resolving high-priority issues (P1/P2) and escalations, ensuring quick and effective resolution.
- Facilitating communication and outage management, ensuring stakeholders are updated promptly.
- Collaborating with L2 resources to obtain root cause analysis (RCA) for P1 and P2 issues.
- Updating knowledge transfer (KT) documentation for new issues and proactively implementing processes for alerting and issue resolution.
- Mentoring the L1 and L2 teams, providing guidance and support when needed.
- Participating in change review and management, monitoring scheduled changes for potential impacts.
- Designing and developing monitoring and alerting systems using tools like Splunk and Big Data.
