• Call Handling • Take over inbound support calls when the support team is unable to manage call volume. • Effectively troubleshoot and manage escalated calls to resolution or appropriate escalation. • Ticket Management • Respond to and resolve operations tickets within client SLAs. • Strive to meet or exceed SLA expectations consistently. • Ensure accurate documentation and communication within ticketing systems. • Alert Management (Zabbix & OpsGenie) • Monitor and respond to system alerts during assigned shifts, including on-call rotations. • Meaningfully advance or resolve all alerts during each shift. • Perform root cause analysis and document findings as needed. • Operations Request Handling • Promptly address escalated operations requests from Support, Engineering, and other departments. • Collaborate cross-functionally to ensure timely and effective resolution. • System Operations • Ensure the continuous and healthy operation of KAZOO across all supported environments. • Monitor system performance, stability, and availability. • Proactively identify and mitigate risks to system uptime. • Updates & Maintenance • Execute system and application updates within designated maintenance windows. • Validate system integrity post-maintenance and communicate outcomes appropriately. • Documentation • Create documentation for new procedures. • Update outdated documentation to reflect current standards and processes. • Develop and maintain documentation for all non-standard client configurations. • Systemization & Automation • Identify opportunities for improved systemization and automation. • Escalate automation opportunities to leadership. • Assist in developing automated solutions when requested. • Continuous Education • Utilize available time for professional development in topics approved by management. • Stay current with emerging technologies and operational best practices relevant to the role.