Work from Office
Full Time
• Collaborate with L1/L2 support teams, developers, infrastructure, and business stakeholders to
address and resolve incidents.• Analyze application logs, server behavior, integration errors, and database issues to provide in-depthdiagnostics and solutions.• Participate in incident and problem management processes, including RCA documentation andpreventive action planning.• Develop and maintain knowledge base articles, technical SOPs, and troubleshooting guides.• Escalate incident tickets through the appropriate channels and hold those escalated to accountablefor responding in accordance with SLAs.• Proactive ownership and management of allocated ticket• Investigate any identified issues with the implementation and then proactively drive resolution.• Participate in critical (P1) incident RCA by providing root cause analysis and identifying correctiveactions as well as contributing to preventative measures.
Reyika
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