As an infrastructure support engineer 2nd line, you are the first point of contact within the competence center. With your clear understanding of priorities, you review incoming tickets and allocate them to the appropriate sub‑team and the most appropriate resource.
You are responsible for:
- Receiving, triaging, and assigning infrastructure-related tickets.
- Routing tickets to the appropriate sub team (e.g., Delivery or Operations).
- Monitoring ticket progress and ensuring timely resolution.
- Escalating issues when necessary to maintain service quality.
- Contributing to continuous improvement of support processes.
- Executing small administrative tasks (e.g., ticket trend analysis and reporting).
- Executing small request for change (RFC) tasks following documented procedures.
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