Description

You own the triage, resolution, and documentation of network operations tickets for the AMI/FAN infrastructure.

This role is on-site.

Responsibilities

• Process ServiceNow tickets triggered by UIM alerts, executing step-by-step triage for Smart Meters, Relays, and Access Points.
• Diagnose root causes for communication failures, device offline states, and network congestion across the FAN mesh.
• Document triage steps, observations, and resolution actions in ServiceNow to maintain CIP-compliant audit records.
• Coordinate field dispatches by raising and tracking SAP Work Orders when remote resolution fails.
• Manage a backlog of 400–500 tickets, prioritizing based on network impact and outage duration.

Required Skills

• 5+ years of experience in AMI, Smart Metering, or Utility Network operations.
• Hands-on expertise with ServiceNow for ticket management and triage workflows.
• Practical knowledge of FAN Mesh Networks and device communication flows (Meters → Relays → APs).
• Experience with CDDB and understanding of network self-healing and path redundancy.
• Ability to troubleshoot IPv6 environments and interpret event-based monitoring data (e.g., UIM).

Preferred Skills

• Exposure to Gridscape, AMM Console, or SAP Work Order management.
• Experience with UIQ and AMI FAN Applications.

Key Skills

Education

Bachelor's degree