Job Description - Primary monitoring and escalation point for identification, troubleshooting and resolution of events affecting customer production environments.
- Monitoring and escalation of critical application as per the SOW.
- Generate and publish Application performance report
- Provide notification to customers and the service teams for Severity 1 events.
- Ownership of Severity Level 1 communications bridge handling the entire life cycle of the ticket to resolution.
- Central point of contact for technical support teams including status updates for on-going incidents/events.
- Must have aptitude and attitude to learn / work on new technologies.
- Should be willing to work in shifts 24x7.
- Create, update and document system processes and tasks as required.
- Work closely with network engineers, systems administrators and software engineers regarding technology and hardware upgrades.
- Work Closely with Wireless technology groups
Basic Requirements - 2+ Years supporting event monitoring is preferred.
- Hands-on experience with the following:
- Alert monitoring tool experience required. Client Open View Operations –Solarwinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.
- Application monitoring experience, SAP Monitoring preferred. ( Tools – SolMan, CA Wily)
- ITSM tool experience. Client SM7, Client Service Desk preferred. Others accepted
- Knowledge of Batch Job scheduling tools preferred (SAP, Redwood, Tivoli Batch Job Scheduling, etc)
- Telecommunication Equipment Knowledge (Radio, Wireless Networks,
IT communication Tower Hardware. |