CloudOps (6+)
stryker
|
28 days ago
|
NM
Key Responsibilities:
- Monitor and manage system alerts, incidents, and performance metrics 24/7, ensuring timely resolution and escalation as necessary.
- Serve as the first point of contact for operational issues/alerts, ensuring effective communication with internal and external stakeholders.
- Lead customer communication, assuring timely status updates and case resolution
- Lead to collaboration efforts between the company and third parties to troubleshoot and resolve escalated customer issues
- Report product defects and enhancement requests
- Review and collaborate on product documentation for accuracy prior to new releases
- Design and maintain troubleshooting runbooks
- Author and review knowledge base articles for internal and external use
- Provide formal and informal training to co-workers, customers, and partners
- Develop tools, scripts and programs to improve the quality of our customer support
- Coordinate incident response efforts, conducting root cause analysis and documenting findings to improve future response strategies.
- Collaborate with IT teams to ensure systems are operating optimally and to identify potential issues before they escalate.
- Maintain detailed logs of incidents and responses, providing regular reports and updates to management.
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