Description

You serve as the primary monitoring and escalation point for customer production environments. You own the release pipeline for incident management, ensuring critical events are tracked through resolution.

Responsibilities

• Monitor and escalate critical application events according to the Statement of Work.
• Own the Severity 1 communications bridge and manage the ticket lifecycle through resolution.
• Notify customers and service teams regarding Severity 1 events and provide status updates.
• Generate and publish application performance reports.
• Create and document system processes, tasks, and network documentation.

Required Skills

• 4+ years of experience supporting event monitoring.
• Hands-on experience with alert monitoring tools such as HP Open View Operations, SolarWinds, or SiteScope.
• Experience with ITSM tools, specifically ServiceNow.
• Knowledge of Cisco, Aruba, Juniper Mist, and Meraki wireless technologies.
• Understanding of SDN technology, including SDWAN, NSX, or similar.
• Proficiency in Layer 2 and Layer 3 network concepts and routing protocols like OSPF and BGP.
• Experience troubleshooting WAN networking and connectivity issues.
• Knowledge of Cisco IOS, Juniper JUNOS, and Palo Alto firewalls.

Preferred Skills

• SAP monitoring experience using SolMan or CA Wily.

Key Skills

Education

Bachelor's degree