provide the second line technical support to customer services on hosted and managed services.
• & & Manage service request, incident and problem through ticketing system. • & & Manage incident and problem related to 3rd party OEM HW/SW or Network infrastructure by working with respective OEM. • & & Be the second line support contact with customers. • & & Participate to 24*7 on duty for support or operation.
Continuously improve the services reliability, performances and security. • & & Work in conjunction with SDM on errors • & & Work in conjunction with SDM on traffic trends. • & & Define preventive, corrective and improvement actions. • & & Analyze business change mid-term impacts on capacity requirements • & & Participate to capacity management process • & & Participate to security audit. • & & Raise security alert. & Design and implement changes into the systems • & & Apply the change management process • & & Operate the platform by implementing pre-define changes. • & & Deploy patches and fixes delivered by R&D • & & Adapt solution parameters to make architecture evolutions. & Maintain and enhance internal tools to improve service industrialization • & & Define and implement automation mechanisms. • & & Maintain and improve monitoring system. • & & Administrate task scheduler tool. • & & Maintain and improve reporting tool. • & & Participate to constant knowledge transfer and L1 ramp up participate to the handover from set up to production. • & & Participate to production requirements definition. • & & Review the service documentation. • & & Participate to test monitoring and internal tools. • & & Participate to delivery project end to end validation