Perform changes in accordance with Change Management procedures and scheduling same to minimize disruption to customer business.
Coordinate the scheduling and dispatching of technician(s), including Third Party Vendors, for in-scope support services and locations.
Provide interactive support to walk-in cases at two corporate office locations. NOTE: The resource would report to this office on each workday (Home Base). The resource would be free to attend to Field Service calls at other customer operating locations, leaving this Home Base unattended.
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Establish strong command and control of an incident, with clear accountability and precise evaluation of complex issue scenarios.
Participate in all incident resolution calls to facilitate incident determination, recovery and resolution.
Ensure timely incident recognition, logging, assignment and resolution, or a bypass or temporary resolution where a permanent fix is not feasible within the allotted timeframe, with proper documentation.
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Act as the technical escalation point for incident, problem, and change management, with a focus on reducing recurring issues and operational risk.
Serve as the cloud subject matter expert within the infrastructure team; operationalise cloud foundations, including landing zone configurations, network and identity integration (e.g. Entra ID), monitoring, backup and disaster recovery arrangements, as well as cost governance controls.
Contribute to migration activities (e.g. discovery, cutover and hypercare support) and ensure operational stability following transition to cloud environments.
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