About the role:
Each shift is composed of 2 Platform Ops Support (IT). There would be 3 shifts namely: APAC, EMEA & AMR. This ensures that platform processing and tools are up and running 24/7 by closely monitoring the process using the current tools available. This role would need to have a clear understanding of Trax processes and tools.Platform Ops Support (IT) will perform Level 1 support for IT Operations, System, IT hardware maintenance and Web. The coverage of support includes: monitoring, acknowledging and escalating issues from Zabbix/ dashboards; triaging of issues according to ownership and severity of issues; maintaining status updates on all escalated issues; and performing other tasks as required by Shift Leader.Responsibilities & duties
- You will perform level 1 support for Web Platforms and Information Technology (IT) operations, system and hardware.
- Monitor tickets for Web and Tech Support Group.
- First level troubleshooting. These processes include but not limited to Apps Plaform, Legacy Web and IT Support. If not resolved, it needs to be escalated to the 2nd level support with complete investigation results (Platform Dev)
- You will be responsible for monitoring, acknowledging and escalating issues from Zabbix/dashboards.
- You will perform basic troubleshooting and escalation of SaaS operational issues.
- You will triage issues as possible and escalate them as necessary.
- You will maintain status updates on all escalated issues.
- As you gain confidence with your skills, you will perform other tasks as may be required by your Shift Leader.
- Should be able to automate and/or propose automation for any manual tasks you are doing.
