ACOM Sistemas

Systems Engineer

• Active monitoring: monitor in real time the health dashboards of servers, services, internet links and application metrics
• Incident management: identify, log (via ITSM tools such as GLPI, Jira Service Desk, etc.) and classify critical alerts and incidents
• First-level resolution: execute standard operating procedures (SOPs) for rapid mitigation of failures (e.g., restart stuck services, free disk space, apply simple patches)
• Escalation: engage Level 2 and 3 teams (Infrastructure, DBA, DevOps or Development) when specialized intervention is required, monitoring the resolution SLA
• Log and performance analysis: investigate root causes of system slowdowns and basic contention/locking in database environments
• Crisis communication: keep stakeholders, management and business areas informed about critical incidents and estimated recovery times (RTO).

Systems and Infrastructure Monitoring Analyst

Support Engineer

• Respond to customers via real-time chat;
• Log, classify, and route tickets according to operation-defined criteria;
• Resolve low-complexity issues within the same interaction;
• Collect complete information for correct escalation to triage or L2;
• Follow scripts, playbooks and knowledge base to standardize support;
• Ensure correct ticket categorization (module, category, severity, and problem type);
• Maintain organization and control of the volume of simultaneous interactions;
• Contribute to reducing reopens and rework in support;
• Help identify recurring incidents and report patterns to the triage team;
• Meet response and quality SLAs defined by the team.

Systems and Infrastructure Monitoring Analyst

ERP Support Analyst