Now, if you were to come on board as one of our Support Analyst L2, we’d ask you to do the following for us:

Responsibilities

• Incident Identification: Monitor various sources for potential major incidents, such as system alerts, customer reports, and internal notifications.
• Incident Triage: Quickly assess and prioritize incidents based on their severity, potential impact, and urgency.
• Coordination: Act as the central point of contact during major incidents, coordinating efforts across technical and non-technical teams to facilitate rapid resolution.
• Resolution Coordination: Act as a central point of coordination for incident resolution efforts. Engage relevant teams and resources to resolve incidents promptly.
• Communication: Provide regular updates to stakeholders, including senior management, regarding the status of major incidents, including their impact, current status, and estimated time to resolution.
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