Triage Engineer

Description:

The L1.5 Triage Engineer is responsible for the initial technical assessment, validation, prioritization, and coordination of incidents affecting City Operations. The role acts as the operational gateway between the Contact Center, CCU, monitoring platforms, vendors, and resolver teams to ensure incidents are accurately categorized, prioritized, and routed with
sufficient technical information for rapid service restoration. The engineer supports Public Safety Systems, Smart City platforms, ICT infrastructure, and enterprise applications while monitoring operational dashboards to identify service degradation before business impact.
Key Responsibilities
 Perform technical triage of incidents from the Contact Center, CCU, monitoring tools, and users.
 Validate, categorize, prioritize, and assign incidents.
 Perform initial technical troubleshooting and collect logs, screenshots, and evidence.
 Identify duplicate incidents and correlate related events.
 Escalate incidents according to operational procedures.
 Coordinate with resolver groups until ownership is established.
 Support Major Incident Management and operational communications.
Technology Coverage
 Public Safety Systems: CCTV, VMS, PSIM, Video Analytics, NVRs, PTZ Cameras.
 Smart City Systems: Parking Management System (PMS), Parking Guidance System (PGS), IoT devices, Digital Signage, Smart Sensors.
 ICT Infrastructure: Windows/Linux Servers, VMware, Storage, LAN, WAN, Wireless, DNS, DHCP, Active Directory.