- Update assets inventory, service asset and configuration management, certificate, secret key rotation management - every month

• Send the notification for schedule server patching and get approval from customer
• Prepare the monthly report data, ex: SLA for incidents/SR tickets info on the tickets, IaaS performance matrix, security reports

• Monitoring & Alerts:
• Track workspace health, pipeline execution status, and resource utilization.
• Respond to alerts from Monitoring
• Active monitoring email / MS team support channel.
• Basic Troubleshooting:
• Validate connectivity issues (e.g., workspace access, linked services, network issue).
• Understand the functionalities from current project scope either App or Infra related.
• User Support:
• Handle access requests and basic enquiry or clarification.
• 1st layer of contact from user

• Support for system SLA 24/7.

• Update assets inventory, service asset and configuration management, certificate, secret key rotation management - every month

• Send the notification for schedule server patching and get approval from customer

• Prepare the monthly report data, ex: SLA for incidents/SR tickets info on the tickets, IaaS performance matrix, security reports.

• Phone stand by for support - anytime

• Support SDM on day 2 day activities.

• Ticket Management:
• Monitor the dashboard according to user office hour
• Do triage, assessment, clarification etc on the tickets
• Escalate to L2 support with ready / complete information on the issue/SR.
• Follow up the pending ticket to 3rd parties and action items that are required on a daily

basis.

• Log incidents and service requests - on behalf of customers or just for internal

• Routine Checks:

• remaining SLA for each incident ticket, and escalate to SDM when the progress is slow.
• Ensure the SR progress is moving, unless pending clarification from the customer.

• follow up on the pending clarification from the customer.

• coordinate the troubleshooting activities and update customers on the outcome - either interim or perm solution, etc