• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
  
• Performs necessary checks, apply monitoring tools and respond to alerts.
  
• Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail.
  
• Assists in analyzing, assigning, and escalating support calls.
  
• Investigates third line support calls assigned and identify the root cause of incidents and problems
  
• Reports and escalates issues to 3rd party vendors if necessary.
  
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
  
• Proactively identifies opportunities for work optimization, including opportunities for automation of work.
  
• Coaches L2 teams for advance technical troubleshooting and behavioral skills.
  
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
  
• May work on implementing and delivering disaster recovery functions and tests.
  

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
  
• Relevant certifications depending on technology domain expertise such as (but not limited to) – CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP.