Support Engineer

4 weeks ago


Pune, Maharashtra, India Michelin Full time
Job Description

Job description

- Incident 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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