What you will be doing

• A chance to uncover vulnerabilities in our system.
• An opportunity to mitigate repeated incidents and decrease time to resolution.
• A time to bring all teams together and plan for how they can be better next time.

Your job is to ensure what happened during an incident and capture any lessons learned by conducting an incident postmortem, also known as a post-incident review.

• Opn always find out first when there is an incident, never the customer.
• Incidents must run through a set of standardized activities and procedures, in order to ensure effective and efficient processing.
• Escalate and coordinate any incidents or potential incidents to responsible team to ensure the quickest service restoration time
• Lead lessons learn activity to understand the problem and define clear action items.
• Record incident data needed to drive improvement
• Clearly communicate impacts to management / customer service team to acknowledge our customers

You

• Degree in IT-related field or equivalent practical experience
• 2 years of experience in IT helpdesk and monitoring or support operations
• Strong data analysis skills
• Have service mind, good communication skills, fast learning
• Ability to work with minimal supervision
• Strong english communication (speaking, reading, and writing)
• Must be able to work on rotating shifts to support a 24x7x365. Shift work including nights and weekends.

Tools knowledge:

• Monitoring tools such as grafana, kibana, datadog
• OpsGenie
• Atlassian Jira and Confluence
• Slack