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KEY EXPECTED ACHIEVEMENTS
Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.
Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.
Change Management: Participation in the change management process
Problem Management: Participation in the analysis of root causes of incidents
Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.
Continuous Improvement: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.
Knowledge Management: Lessons learned from activities are ensured to be documented and shared.
Service Level Management: the performance management system is understood and alerts on cases of issues are set.