รายละเอียดงานJob Responsibilities
- Collaborate with team members and managers of other departments to resolve problems.
- Execution of change and enhancement strategy from Infrastructure & Service Operation Management.
- Create and maintain information repository including user guides, FAQ’s, training materials and knowledgebase articles.
- Procedures (SOPs) and in conformance with established company service level agreements (SLAs).
- Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
- Perform root cause analysis of infrastructure problems and develop resolution plans. Work with the team to develop problem management and service improvement plans
- Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Offers innovative solutions that meet organization’s needs while remaining cost effective.
- Owner of incident, support and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
- Work Closely with security operations to maintain proper security posture.
- Manage the day-to-day operations by monitoring system performance, configuration, maintenance and repair period.