Continuously monitor system alarms from all kinds of IT devices in LIXIL
Respond to critical and major system alarms on a 24x7 basis Follow documented processes and procedures to resolve common issues related to software, hardware, and networks Escalate complex or unresolved issues to Tier 2 or Tier 3 support as needed Maintain accurate and detailed records of user interactions and troubleshooting steps in the ticketing system Provide monitoring and KPI reports regularly and upon request Ensure adherence to SLAs (Service Level Agreements) and other performance metrics Participate in training and development to stay updated on new technologies and procedures Collaborate with other Digital team members to ensure seamless support operations Set up and maintain alarm monitoring tools and KPI dashboard under the supervision of senior engineers Handle and solve IT simple incidents by referring SOPs or KEDB (Know Error Database) Handle and solve IT simple tasks by referring SOPs or KEDB (Know Error Database)

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Systems Engineer Global IT Operations Center