- Proactively respond to client issues and maintain active monitoring of client sites.
- Expedite resolution of requests in accordance with SOPs and SLAs.
- Document all incidents thoroughly and accurately within the ticketing system.
- Escalate unresolved issues to internal engineering and product teams.
- Adhere to monitoring, alerting, and security procedures to safeguard client data.
- Analyze and troubleshoot network performance metrics to identify optimization areas.
- Contribute to knowledge base and operational runbooks.