Service Management Engineer II
Tasks
- Analyze ITSM activities and feedback on efficiency gaps
- Analyze trends to identify systemic issues and reliability risks
- Categorize and prioritize customer tickets
- Deliver self healing auto triage and alert suppression
- Drive fix tag accuracy
- Escalate critical incidents
- Identify repetitive manual work and eliminate it
- Maintain accurate ticketing system records
- Maintain knowledge base and internal documentation
- Maintain operational metrics dashboards
- Measure and report toil reduction MTTR improvement and hours saved
- Monitor and respond to tickets alerts and calls
- Partner with business operations customer technical services and product teams
- Perform root cause analysis and document learnings
- Provide exec ready insights to leadership
- Provide solutions or workarounds and escalate issues
Perks/Benefits
- N/A
Skills/Tech-stack
AWS | AWS VPC | Azure | Azure VNet | DNS | Datadog | Dynatrace | Excel | Firewalls | HTTP | HTTPS | ITSM | Incident Management | Linux | MongoDB | Oracle | Prometheus | Python | Remedy | SQL | Service Cloud | Service Desk | Shell | Splunk | TCP/IP | VPN
Education
N/A
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