Responsibilities:
- Monitoring & Alerts:
- Track workspace health, pipeline execution status, and resource utilization.
- Respond to alerts from Monitoring
- Active monitoring email / MS team support channel.
- Basic Troubleshooting:
- Validate connectivity issues (e.g., workspace access, linked services, network issue).
- Understand the functionalities from current project scope either App or Infra related.
- User Support:
- Handle access requests and basic enquiry or clarification.
- 1st layer of contact from user
- Support for system SLA 24/7.
- Update assets inventory, service asset and configuration management, certificate, secret key rotation management - every month
- Send the notification for schedule server patching and get approval from customer
- Prepare the monthly report data, ex: SLA for incidents/SR tickets info on the tickets, IaaS performance matrix, security reports.
- Phone stand by for support - anytime
- Support SDM on day 2 day activities.
- Ticket Management:
- Monitor the dashboard according to user office hour
- Do triage, assessment, clarification etc on the tickets
- Escalate to L2 support with ready / complete information on the issue/SR.
- Follow up the pending ticket to 3rd parties and action items that are required on a daily
basis.
- Log incidents and service requests - on behalf of customers or just for internal
- Routine Checks:
- remaining SLA for each incident ticket, and escalate to SDM when the progress is slow.
- Ensure the SR progress is moving, unless pending clarification from the customer.
- follow up on the pending clarification from the customer.
- coordinate the troubleshooting activities and update customers on the outcome - either interim or perm solution, etc.