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Support Engineer

Michelin pune, Maharashtra, India

Civic and Social Organizations

Oct 07 Closes in 1d
support-engineer Mid (2-5 yrs) Full-time India
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About the role

The Support Engineer is responsible for managing incidents, service requests, and changes while ensuring effective monitoring and observability of systems. They also contribute to continuous improvement, root cause analysis, and knowledge management to maintain service performance.

What they look for

Production Support Linux Administration Windows OS ITIL Incident Management Service Request Handling Change Management Problem Management Monitoring Observability Continuous Improvement Knowledge Management Service Level Management

Requirements

Candidates must possess strong skills in production support, Linux administration, and Windows OS. Proficiency in ITIL frameworks is required to handle incident and service management effectively.

Full description

Support Engineer- - - - - - - - - - - -

Key Required Skills Production Support, Linux Administration, Windows OS & ITIL

KEY EXPECTED ACHIEVEMENTS

Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.​

Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.​

Change Management: Participation in the change management process​

Problem Management: Participation in the analysis of root causes of incidents​

Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.​

Continuous Improvement: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.​

Knowledge Management: Lessons learned from activities are ensured to be documented and shared.​

Service Level Management: the performance management system is understood and alerts on cases of issues are set.

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