Job Description
Product Analytics Manufacturing IT Technical Support Engineer
Responsibilities
- First-line engineer to handle malfunction & technical request cases related to production flow, system or infrastructure within stipulated SLA.
- Monitors applications and infrastructure alerts and proactively resolves or escalates alerts if deemed necessary.
- Troubleshoot cases by reviewing systems or data log files and proactively look for solutions.
- Collaborate and work closely with Tier 2 engineers in resolving escalated cases.
- Concise in creating, updating, and resolving cases via ServiceNow ticketing system.
- Diligently adhere to Operation’s Standard Operating Procedures and Processes while handling cases.
- Able to create knowledge articles / OCAP (Out of Control Action Plans) when the need arises.
- Coordinate and / or participate in ad-hoc projects.
- Able to work on a 24x7 rotating shifts all year ...