Intercept

• Provide support to customers in the area of Cloud applications and infrastructure. • Handle issues such as SSL certificate renewals, license management, and access management. • Work directly with DevOps teams, with Azure experts available to assist when needed. • Escalate unresolved issues to the DevOps team while keeping the customer informed of progress. • Make every effort to resolve customer issues quickly and ensure the best possible customer experience. • Triage support tickets and prioritize workloads effectively. • Independently monitor, analyze, and handle first-line incidents according to agreed guidelines. • Maintain an overview of the status and progress of pending calls, given a diverse international customer base. • Communicate regularly with various stakeholders regarding ongoing issues and progress. • Maintain and update knowledge base articles.

• Resolve medium to complex incidents and perform root cause analysis • Act as an escalation point for junior engineers and customer care teams • Proactively identify and remediate recurring issues • Enhance monitoring configurations and address performance bottlenecks • Participate in on-call and escalation duty rotations • Participate in team learning sessions, technical discussions, and Agile ceremonies (daily stand-ups, sprint planning, reviews, retrospectives) • Perform health checks and performance assessments of Azure environments • Create and review customer insight and operational reports • Prepare and lead operational review meetings with customers • Maintain and continuously improve documentation for configurations, processes, and incident resolutions • Identify trends and provide proactive recommendations to improve customer environments and ways of working