·
Incident management; resolve
incidents received from the customer (in alignment with SLA?s) and/or that were
created to address alerts from the CMS monitoring system
·
Change management; attend
weekly customer change review board meetings, write/submit change tickets,
perform changes during customer change windows (typically after-hours)
·
Problem management; analyze
customers incident history to determine if any trends/patterns represent an
underlying problem, and if so work with customer to initiate an effort to
address
·
Event management; investigate
alerts received from the CMS monitoring system and determine proper actions to
address these alerts
·
Troubleshooting, resolving,
and closing all medium and low-severity (P3/P4) incidents
·
Triaging all critical and
high-severity (P1/P2) incidents, including reclassifying and addressing any un-categorized
incidents, or rerouting to the appropriate IT team
·
Performing standard changes
as defined by the client
·
Fulfilling service requests
that can be implemented via a standard change
·
Triaging and addressing
monitoring alerts, either directly or by escalating to the appropriate persons
if an alert indicates a potential P1/P2 situation
·
Maintaining accurate and
timely ticketing system data (e.g. detailed ticket notes, accurate ticket
status, following up on tickets to avoid excessive ticket aging, etc.)
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