About the role
Responsibilities:
- Identify and classify problems and their root causes and provide timely resolution to prevent recurring incidents.
- Responsible for identifying and managing current problem tickets as well as driving the problem to proper resolution.
- Investigate and diagnose problems using relevant subject matter experts to assess and analyse root causes.
- Coordinate process and resources to resolve outages and systemwide problems.
- Manage process for communicating outage/emergency activities to the organisation.
- Triage technical communication bridge during outages and systemwide problems to ensure key resources are working towards resolution.
- Drive Root Cause Analysis by working with internal/external business and technical teams when outages occur once the system is stable.
- Interact and communicate with end-users, management, vendors, and IT personnel in a timely manner.
- Maintain the knowledge base repository and ensure quality procedures and solutions are available to the staff.