ITSM Queue management and adherence to defined SLA’s for infrastructure incidents and problems - ensuring your tickets are resolved to the end user’s satisfaction.
Work across several infrastructure technologies - compute, storage, cloud, remote desktop etc.
Follow change management process to document, implement and verify changes.
Pro-active research, diagnosis, troubleshooting, and identification of solutions to resolve system issues.
Documentation and knowledge transfer of solutions to peers and end users.
Taking ownership of reported issues, taking them through to a successful conclusion.
Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams/vendors to ensure they are resolved within SLA.
Remediate vulnerabilities identified by Cyber scanning tools or vendor security bulletins
Contribute and develop the team knowledge base.
Mentoring, coaching and point of escalation for team members.
Environment Monitoring - Working knowledge of the process, key components, and functionality of a monitoring solution.
Preparation of accurate and timely reports.
Participation in projects for new acquisitions and new/updated solutions including architecture reviews, implementation tasks and transition into support duties.
Maintain and build relationships with teams located in different geographical regions (EMEA, NA, LATAM, APAC)
Assist with the effort to globalize Sysco’s infrastructure services
Participation in an on call rota to provide support outside of working hours