Senior Engineer Assurance

Responsibilities:

• Support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools
•Ensure that all detailed required (including Mandatory fields) for the issues are documented in the Ticketing system.
• L1 troubleshooting and provide support, resolve problems to the end user’s satisfaction as per SOP
• Track tickets till resolution
• Involve & Intimate Incident Management to initiate Service restoration Team call (P1&P2 only)
• Work with the Internal Teams to ensure that the users’ issues are fixed in a timely manner.
• Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
• Flexible to Work in Rotational shifts, 24/7 support