Deskripsi Pekerjaan

Ticket Closure Management (Primary Focus) Manage tickets that are technically completed but awaiting customer approval. Proactively follow up with customers to obtain confirmation or feedback. Ensure all required documentation, logs, and resolution summaries are complete. Maintain clean and accurate ticket statuses in Jira. Enforce SLA and closure governance standards. Identify aging tickets and drive them toward resolution or formal closure. Escalate when customers are unresponsive or when clarification is needed. Coordination & Communication Serve as the communication bridge between customers and HPC Engineering. Provide structured updates via Slack and Jira. Clarify open questions between stakeholders. Ensure resolution summaries are customer-ready and clearly documented. Light First-Level Validation (Secondary Focus) Perform basic validation checks before closure (documentation completeness, log attachments, correct categorization). Verify that provisioning, GPU-related issues, or troubleshooting steps were properly recorded. Ensure runbook compliance.