Engineer

• Monitor ticket queue and IM channels
• Monitor and participate in managing systems and infrastructure
• Accurately record all metadata related to tickets on internal tools, including, but not limited to, CTI (category, type and item), outage resolution time, IM transcripts, postmortems, etc.
• Engage in managing and resolving troubleshooting tickets from internal teams and third-party teams, engaging other teams as necessary
• Maintain contact with 3rd parties and help to represent the assigned team in a professional and courteous manner which complies with clients’ vendor code of conduct.
• Provide out of business hours support for any scheduled time sensitive upgrades
• Provide 24/7 on-call support for critical system’s outages
• Other duties as required.

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