Incident Management & Problem Management- React to notification from the tools or issues escalated by Level 1 support and performs diagnosis of the problem escalating to onsite for physical work.
- Covers non-fault calls-related issues for DIF Network devices only.
- Respond promptly to client-reported issues and resolve them within the defined Service Level Agreement (SLA).
- Provide second-level diagnosis, which includes:
Troubleshooting to identify the root cause of the issue
Gathering of logs and performing Root Cause Analysis (RCA)
Identification of workarounds or resolution options
Coordinating with the vendor to open a case, validate recommended workarounds or resolutions, and perform necessary actions
Monitoring results and verifying if the issue was resolved
Providing regular updates on the reported issue until it is fully resolved.
- Escalate hardware problems as necessary and replace defective components to ensure optimal equipment performance.
- Change and Release Management
- Support during the launch of new systems and infrastructure projects
- Provisioning requests, configuration assistance such as port activation and other operational activities
Job Type: Full-time
Pay: From Php35,000.00 per month
Supplemental Pay: - 13th month salary
Bonus pay
Ability to commute/relocate:
* Quezon City: Reliably commute or planning to relocate before starting work (Required)
