•Driving the efficiency and effectiveness of the incident and problem management process to restore normal service operation as quickly as possible to minimize the impact on business operations.
•Represent the first stage of escalation for Incidents
•Monitor the workload per Tier 1 Analyst
•Monitor the incidents to ensure that the Service Level Agreement is respected
•Managing the lifecycle of all Problems to prevent repeat incidents and to minimize the business impact
•Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents
•Coordinating with all stakeholders for overall Incident and recovery process (i.e. 3rd parties vendors, application Architecture, application owner and related technical service teams)
•Developing & keeping update the Knowledge Base (KB) with new or updated known errors and workarounds
•Producing management reports and maintaining process and procedures
•Monitoring & follow up change and Service request process

Our comprehensive benefit package covers medical insurance, life, accident and disability insurance, wellness allowance, vaccination allowance, providence fund, flexible working arrangement, and Professional certification. Bluebik provides opportunities to become the best version of yourself!