Senior Engineer - IT Product Support

Job Summary

Helps to investigate, triage, diagnose and resolve issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate; Helps to provide support until tickets are resolved.

Responsibilities

• Assists in troubleshooting activities to resolve issues reported by users, as well as troubleshoot system-triggered alerts and triage issues to the appropriate technology groups.
• Supports business critical applications; ensures monitoring is in place, identifies and reports on service issues, and formulates proposals for problem resolutions and/or improvements.
• Ensures all relevant implementation, support, and change management processes are adhered to (i.e. Software Development Lifecycle and Change Management).
• Ensures appropriate support documentations are completed and maintained.
• Supports Project Teams ensuring technology related projects are implemented successfully and on time with minimal impact to the production environment.
• Arranges, schedules, and coordinates resources and activities for client specific requests.

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