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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:
o Alert monitoring tool experience required. HP Open View Operations Solarwinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.
o Application monitoring experience, SAP Monitoring preferred. ( Tools SolMan, CA Wily)
o ITSM tool experience. HP SM7, HP Service Desk preferred. Others accepted
o Knowledge of Batch Job scheduling tools preferred (SAP, Redwood, Tivoli Batch Job Scheduling, etc)
o Hardware Knowledge required working closely with network engineers, systems administrators and software engineers for technology and hardware upgrades.
o ITIL Certification preferred.
o Core understanding of SLA/OLA and ability to adhere to stringent time requirements
o Telecommunication Equipment Knowledge (Radio, Wireless Networks,
IT communication Tower Hardware.
Infoways
