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Responsibilities
Monitor and resolve production problems
Complete production tickets when a current ticket does not exist
Troubleshoot problems to determine severity and priority
Resolve problem or escalate to the resolution person/group
Handoff information to resolution party
Maintain communications with resolution party until problem is resolved or a workaround is put in place
Track (document) problem through resolution
If problem was resolved outside this group and based on the resolution, document steps that the Global Analysis
Resolution group can take to resolve this problem in the future
Identify and document fixes that require program changes and/or procedure changes
Work with other groups/departments to assist in creating permanent resolution/fixes
Continuously strive to improve customer support, identifying opportunities and recommend solutions for
improving service efficiency and effectiveness
Monitor production systems using HP OpenView and other applications and respond accordingly
Create and/or maintain operations process/procedure and problem resolution documentation as required
Assist other Operations Engineers, as needed
