Ensure clients’ IT infrastructure and systems remain operational by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.
Work closely with clients and internal teams to restore services swiftly within agreed service level agreements (SLAs).
Review client requests and tickets, applying technical expertise to resolve them efficiently and effectively.
Act as the second‑line support point, handling incidents and requests of medium complexity.
Participate in project work as opportunities arise.
Monitor work queues, execute operational tasks, and update tickets with actions taken.
Identify, analyse, and log issues before they escalated, and communicate findings to relevant teams and clients.
Coordinate changes with clear risk identification and mitigation plans, ensuring smooth execution.
Highlight key tickets and upcoming critical tasks ...