JOB RESPONSIBILITIES:
• Well versed in Network products including software defined WAN, LAN
• Incident Management process, tools, incident trends analysis towards the operational excellence.
• End to end service/application monitoring; assess alerts and take appropriate action to assure alerts are addressed, including ticket creation, assignment to support team and lead incident resolution
• Proactively lead and drive outages to quick service restoration; provide support and leadership for all incidents, especially high priority incidents
• Maintain control, ownership and operational authority of an outage triage during high pressure situations
• Actively direct and prioritize all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration
• Provide timely and concise updates to incident records and incident
• Ensure timely engagement of essential technical support teams/personnel
• Provide updates and escalate to various levels of management according to process
• Compose outage notifications and ensure content is complete, clear, concise and relevant to the audience
• Maintain operational process consistency across IT technologies
• Perform ITIL analysis and apply ITIL best practices
JOB REQUIREMENTS
• Bachelor’s Degree in Information Systems and a minimum 5 years of experience in IT Infrastructure support
• Minimum 5 years of Networking (WAN/LAN) experience
• Minimum 3 years with Network tools, such as CA PM, Spectrum, NerMRI, NerBrians, ThousandEyes
• Desired Characteristics :
• Technical Expertise:
• Broad knowledge of IT disciplines including compute, network and storage platforms
• Experience with Chef, Puppet, Cloud Formation and/or other automated deployment methodologies
• Deep expertise in emerging technologies like Open stack, Mesos, Docker, Scality, block/object
• store technologies, SDN, VMware and Virtualization technologies