Catchpoint is hiring for Systems Engineer I | Apply Now

What you will do

• • • Monitor Catchpoints’ node infrastructure and troubleshoot Linux server issues across various third-party data centres & cloud providers (AWS, Azure, GCP etc).
    • Perform OS/application upgrades and server migrations to new environment.
    • Accept & registers incidents from the Support team.
    • Classify incidents according to the specified options/categories.
    • Execute 1st attempt to solve the customer incidents and/or escalate to next level based on SLAs.
    • Tracks the progress of an owned incident ticket all during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates tickets. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
    • Escalate to the appropriate next level or management when thresholds are violated.
    • Drive operational aspects of incident management, ensuring SLAs for time, quality, and customer satisfaction are met in for our global infrastructure.
    • Directly manages the workload and priorities of the Operations team triage functions to quickly assess business impact and quickly identify restoration plans.
    • Interacts with customers and executive management using written and spoken communication, provide status update on major incidents affecting business or revenue.
    • Ability to quickly understand new tool/process requirements and drive the implementation to further enhance efficiency and service excellence.
    • Work closely with other groups and management to define and share best practices across support.
    • Demonstrated strategic thinking, quantitative and analytical skills, team player, and collaboration.
    • Excellent written and oral communication skills required; special focus on customer/client interaction a must.