Description

You will serve as the primary monitoring and escalation point for customer production environments.

This role is on-site.

Responsibilities

• Monitor and escalate critical applications and network/security issues according to the SOW.
• Own Severity Level 1 communication bridges, managing the entire ticket lifecycle through to resolution.
• Notify customers and service teams of Severity 1 events and provide status updates for ongoing incidents.
• Generate and publish application performance reports.
• Document system processes and collaborate with network, systems, and software engineers on hardware and technology upgrades.

Required Skills

• 5+ years of professional experience.
• Hands-on experience with alert monitoring tools such as HP OpenView Operations or SolarWinds.
• Experience with application monitoring, specifically SAP Monitoring (SolMan, CA Wily).
• Proficiency with ITSM tools like HP SM7 or HP Service Desk.
• Knowledge of telecommunications equipment, including radio, wireless networks, and IT communication tower hardware.
• Ability to work in a 24x7 shift rotation.
• Background in Network and Security troubleshooting.
• Any Graduate degree.

Key Skills

Education

Any Graduate