We are seeking an experienced Monitoring and Support Engineer to support the technology initiatives of the IT Infrastructure team at Keywords. The Monitoring and Support Engineer will be responsible for follow-the-sun monitoring of IT infrastructure, prompt reaction on all infrastructure incident, primary resolution of infrastructure incidents and support requests.

Responsibilities

Full scope of tasks including but not limited to:

Ensure that all incidents are handled within SLA’s. Initial troubleshooting of Infrastructure incidents. Ensure maximum network & service availability through proactive monitoring. Ensure all the incident and alert tickets contain detailed technical information. Participate in Problem management processes. Ensure that all incidents and critical alerts are documented and escalated if necessary. Ensure effective communication to customers about incidents and outages. Identify opportunities for process improvement and efficiency enhancements. Participate in documentation creation to reduce BAU support activities by ensuring that the Service Desks have adequate knowledge articles to close support tickets as level 1.  Participate in reporting on monitored data and incidents on company infrastructure. Implement best practices and lessons learned from initiatives and projects to optimize future outcomes.