Kuwait City - Driving the major incident with help of competency; provide incident support for levels (L1, L2) Investigate and diagnose incidents; provide solution or work around for incident Facilitate resolution to raised incidents or production issues Collaborate with concerned teams for problem investigation Monitoring and driving for the closure of Incidents as per agreed timelines Appropriate prioritization of resources required for resolution based on business need Handling first level of escalation from customer. Conduct troubleshooting/investigation for issues/problems. Coordinate on issues impacting SLA or service availability. Escalate the incidents that are not resolved within SLA's Ensure continuous communication & coordination with client Acceptance solution or work around Review Incident Report RCA Submission and discussion with the customer as per agreed timelines Prepare and document incident resolution and steps taken to resolve incidents Skills Candidate must po...
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