Round the clock monitoring and maintenance of the System (hardware and software) to ensure system uptime in accordance to SLA commitments
Respond to all incident / service calls and be first responder onsite to troubleshoot and resolve incidents including basic repairs or parts replacements
Create / update and track ticket in ticketing tool to closure observing SLA commitments
Escalate when necessary in accordance to escalation matrix
Perform regular preventive and corrective maintenance, troubleshooting system hardware and all computer-based systems.
Coordinate and work with third-party supplier or other contractors to identify the causes of issues e.g. hardware, software, network problems and etc. that may affect the proper functioning of the System.
Liaise and work closely with customer to address service concerns and to solve technical problems.