UC Specialist

The Incident Analyst will provide operational support for virtual collaboration platforms, ensuring high availability and performance of services such as Microsoft Teams, Zoom, and related tools. This role focuses on incident and problem management, proactive monitoring, and continuous improvement of collaboration technologies within CET Operations.

What will you do?

Incident & Problem Management

• Handle and resolve incidents related to MS Teams, Zoom, and other collaboration services within defined SLAs.
• Perform root cause analysis for recurring issues and propose preventive measures.
• Escalate complex issues to appropriate technical teams and ensure timely resolution.

Service Request Fulfillment

• Process user requests for and feature enablement.
• Coordinate with cross-functional teams for service enhancements.

Monitoring & Maintenance

• Monitor system health and performance dashboard...