Julie Anne Galinato

· Collaborates with and support the Live Operations, Infrastructure Engineering and Application Support teams for early resolution of incidents

· Coordinate with both Onshore and Offshore team for troubleshooting and incident resolution

· Multi-task and solve multiple trouble issues simultaneously, meet the MTTE, MTTR & SLA while providing hands-on troubleshooting or escalation of events

· Ensure timely and accurate notifications of all high severity incidents

· Learn and enhance technical skills to resolve incidents and support First time resolve initiative in NOC to reduce MTTR

· Escalates performance issues, unresolvable incidents and service interruptions to technical support. Create and update incident records in the tracking system

· Ensure all customer affecting network events are managed to resolution in a timely manner, meeting all SLAs

Perform documented procedures for standardized support activities

▪ Provide 2nd level support to end users.

▪ Handles Helpdesk tickets and IT Service Requests assigned according to SLA and provide prompt and timely support agency and resolves the problem in a timely manner.

▪ Hardware/software installations are undertaken in a planned and controlled manner and anomalies escalated to the team leader or project manager in a timely manner.

▪ Document user guides and procedures when new initiatives or policy has been introduced.

▪ Coordinates with the respective team in rollout of all new hardware or software and upgrades by testing and planning for contingency on the same.

▪ Assist with local and global IT Projects and initiatives.