DAP SOS Support Analyst

As a candidate for the position, you must possess a strong foundation in Linux fundamentals and the Windows operating system. Additionally, having a good understanding of ITIL, SQL, and Ansible will be advantageous. The role requires you to work on a rotational 24x5 shift basis with on-call support during weekends. You will be expected to work 5 days a week. Your key responsibilities will include identifying urgency and validating priorities for incident management. You will provide technical and functional analysis, deliver solutions to users, communicate potential workarounds, and update incident statuses. In terms of service request handling, you will be responsible for processing standard requests, forwarding them to the relevant contributors, providing status updates to users, and ensuring requests are completed until closure. Participation in the change management process and problem management activities will also be part of your responsibilities. You will analyze the root causes of incidents and actively participate in monitoring and observability tasks. Continuous improvement is a key aspect of the role where you will provide feedback to development teams on potential improvements identified by users or support engineers. Your involvement in the team's continuous improvement will be essential. Knowledge management is crucial, and you will be required to document and share lessons learned from activities. Additionally, understanding the performance management system and setting alerts for issue cases will fall under your responsibility in service level management.,