Product Analytics Manufacturing IT Technical Support Engineer

Responsibilities

• First-line engineer to handle malfunction & technical request cases related to production flow, system or infrastructure within stipulated SLA.
• Monitors applications and infrastructure alerts and proactively resolves or escalates alerts if deemed necessary.
• Troubleshoot cases by reviewing systems or data log files and proactively look for solutions.
• Collaborate and work closely with Tier 2 engineers in resolving escalated cases.
• Concise in creating, updating, and resolving cases via ServiceNow ticketing system.
• Diligently adhere to Operation’s Standard Operating Procedures and Processes while handling cases.
• Able to create knowledge articles / OCAP (Out of Control Action Plans) when the need arises.
• Coordinate and / or participate in ad-hoc projects.
• Able to work on a 24x7 rotating shifts all year ...