Technical Support Professional
4 days ago
At Net2Source Inc., we're seeking an experienced Technical Support Professional to join our team. As a key member of our IT operations team, you'll be responsible for monitoring and resolving production incidents, performing system health checks, and collaborating with development and infrastructure teams to ensure seamless system performance.
About the RoleThis is an exciting opportunity to work in a fast-paced environment where no two days are the same. You'll be working closely with cross-functional teams to drive continuous improvement initiatives and enhance system reliability and efficiency.
About UsWe're a dynamic and forward-thinking organization that values innovation and teamwork. Our employees are passionate about delivering exceptional results and making a real impact on our business.
Key Responsibilities- Operational Support: Monitor, manage, and resolve L2-level production incidents and service requests; Perform system health checks and proactive maintenance to prevent issues; Collaborate with development and infrastructure teams for root cause analysis and resolution.
- Issue Resolution and Analysis: Perform detailed root cause analysis for recurring issues and implement corrective actions; Utilize Unix, SQL, and MongoDB expertise to troubleshoot and resolve technical problems.
- Process Management: Ensure adherence to ITIL best practices, including incident, problem, and change management; Document troubleshooting steps, resolutions, and standard operating procedures (SOPs).
- Communication and Reporting: Serve as the point of contact for critical incidents and updates to stakeholders; Generate and present weekly/monthly reports on incident trends, SLA compliance, and team performance.
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