First point of contact for incident management, fault handling, and change management
Responsible for the monitoring of the NOC and Customer’s operations
Assist in other activities and projects as needed
Create tickets with adequate priority code after conducting first diagnosis
Follow-up on open tickets resolution time and status
Apply Standard Operation Procedures
Assign tickets to appropriate second level support groups, vendors or Customer
Utilize excellent customer service skills and exceed customers’ expectations
Attend Operations and B2B division meetings as required.
Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Attend Training Programs, Courses, and Seminars, conferences, vendor meetings, User Groups and presentations.
Other duties as directed by the Operations Manager.
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