Associate Technical Consultant - TSO L1

Job Overview

Responsibilities And Duties

• Monitor TrueSight Orchestration environments for alerts, warnings, and critical events.
• Respond to incident tickets raised by users or monitoring systems.
• Ensure timely acknowledgment, triage, and resolution of incidents in line with SLAs.
• Troubleshooting:
• Perform initial diagnosis and troubleshooting of TrueSight Orchestration issues.
• Identify and resolve basic connectivity, performance, and configuration issues.
• Collect and analyze logs to determine the root cause of problems.
• User Support:
• Provide first-level support to users and customers, including answering queries and providing guidance on TrueSight Orchestration usage.
• Assist users in resolving basic issues related to workflows, processes, and automation tasks.
• Escalation:
• Escalate unresolved or complex issues to L2 or L3 support teams, providing detailed incident documentation and troubleshooting steps taken.
• Collaborate with higher-level support and engineering teams to resolve issues.
• Documentation and Reporting:
• Maintain accurate records of all incidents, including details of the problem, troubleshooting steps, and resolution.
• Generate regular reports on incident trends, recurring issues, and system performance.
• System Health Checks:
• Perform routine health checks on TrueSight Orchestration environments.
• Ensure that all services, processes, and integrations are functioning as expected.
• Continuous Improvement:
• Identify opportunities to improve monitoring, automation, and incident management processes.
• Participate in training sessions to stay updated on the latest features and best practices for TrueSight Orchestration."
  

Qualifications