L0/L1Triage - Frontdoor SME

Location & Duration

Fremont, CA (Hybrid role) – Long Term.

Profile

Acts as the front door for platform requests and alerts, owns intake-to-resolution routing, and keeps issues moving to the correct L2, vendor, or IT team.

Key Responsibilities

• Receive and triage incidents, service requests, and monitoring alerts.
• Perform initial health checks using approved runbooks.
• Capture clear issue details, business impact, evidence, and troubleshooting completed.
• Route work to the correct specialist and coordinate cross-team escalation.
• Track incidents through closure, keep users informed, and improve runbooks based on recurring issues.

Required Skills and Experience

• Experience in enterprise IT operations, service desk, NOC, or application support.
• Strong incident ownership, communication, and coordination skills.
• Working knowledge of monitoring, ticketing, access management, and operational runbooks.
• Ability to perform structured troubleshooting across cloud, data, and AI platforms.
• Familiarity with ITIL or SRE practices is preferred.