Description

You own the monitoring and escalation process for customer production environments, resolving Severity 1 incidents and managing the full ticket lifecycle.

Responsibilities

• Monitor and escalate critical application events and Severity 1 incidents per the Statement of Work.
• Own Severity Level 1 communications bridges and manage incident resolution from start to finish.
• Act as the central technical support contact, providing regular status updates to stakeholders.
• Generate and publish application performance reports to track system health.
• Document system processes, tasks, and network configurations as required.

Required Skills

• 4+ years of experience supporting event monitoring and incident management.
• Hands-on experience with Cisco, Aruba, Juniper Mist, and Meraki wireless technologies.
• Proficiency with OSPF and BGP routing protocols.
• Experience using ServiceNow or similar ITSM tools for incident tracking and resolution.
• Strong knowledge of Layer 2 and Layer 3 network concepts and WAN networking.
• Experience with alert monitoring tools such as HP Open View Operations or SolarWinds.
• Familiarity with Palo Alto firewalls and Juniper JUNOS operating system.
• Understanding of SDN technology, including SD-WAN or NSX.
• Ability to work in a 24x7 shift rotation.

Preferred Skills

• SAP monitoring experience using SolMan or CA Wily.

Key Skills

Education

Any Graduate