Job Description

-Provide network monitoring, incident response, communications management and reporting problems (24/7) -Ensure the smooth running of the network and services and follow-up tasks / issues due the specified SLA -Mitigate or resolve incoming incident and support requests and escalate to appropriate teams as necessary -Document and communicate on cases from inception to resolution, including root cause analysis -Ensure smooth hand off of cases to other team resources, as may be required, for resolution -Support continuous improvement to monitoring services and internal processes for resolution of support requests