- Network Monitoring and Maintenance: Continuously monitors the organization's network infrastructure, including servers, routers, switches, and other devices, to ensure they are functioning properly. Various monitoring tools are used to track network performance, identify anomalies, and resolve issues proactively.
- Incident Detection and Response: Perform network triage on-site immediately upon notification of network outages, performance degradation, security breaches, and other disruptions, following predefined protocols and SLA to mitigate the impact of incidents and minimize downtime
- Troubleshooting and Issue Resolution: Investigates the root causes and works to resolve the problems promptly. In the event the troubleshooting outcome is inconclusive, or solution is not available, the problem should be escalated to Level 2 support.
- Alerting and Escalation:. Sets up alerting systems to notify when specific thresholds or anomalies are detected within the network. Log support tickets with Principal/ vendors and follow-up for resolution base on service levels.
- Documentation: Maintains up-to-date documentation for effective network management. Records of network diagrams, configurations, incidents, troubleshooting steps, and resolutions shall be properly documented.
- Coordination and Communication: Co-ordinate activities directly with internal users (both IT and non-IT teams) and external vendors proactively. Ensures that incidents are communicated transparently and managed efficiently.
- Security Monitoring: Monitor network security, identify potential security threats, and assist the network security team in responding to and mitigating these threats.
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