Support Engineer

Support Engineer \- - - - - - - - - - - - **KEY EXPECTED ACHIEVEMENTS** **Incident Management**: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.​ **Service Request handling**: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.​ **Change Management**: Participation in the change management process​ **Problem Management**: Participation in the analysis of root causes of incidents​ **Monitoring/Observability**: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.​ **Continuous Improvement**: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.​ **Knowledge Management**: Lessons learned from activities are ensured to be documented and shared.​ **Service Level Management**: the performance management system is understood and alerts on cases of issues are set.