Description

You will act as the primary monitoring and escalation point for identifying, troubleshooting, and resolving events affecting customer production environments.

Responsibilities

• Monitor and escalate critical applications according to the Statement of Work.
• Own the Severity Level 1 communications bridge, managing the entire ticket lifecycle through to resolution.
• Provide status updates and notifications to customers and service teams during Severity 1 events.
• Generate and publish application performance reports.
• Document system processes and tasks while collaborating with network, systems, and software engineers on hardware upgrades.

Required Skills

• 5+ years of professional experience.
• Hands-on experience with Incident Management and ITSM tools like ServiceNow.
• Proficiency in troubleshooting connectivity issues within WAN and Layer 2/3 network environments.
• Experience with Cisco IOS, Juniper JUNOS, and Palo Alto firewalls.
• Knowledge of wireless technologies including Cisco, Aruba, Juniper Mist, or Meraki.
• Familiarity with SDN technology such as SD-WAN or NSX.
• Understanding of routing protocols including OSPF and BGP.
• Experience with alert monitoring tools such as HP OpenView Operations or SolarWinds.
• Knowledge of telecommunications equipment, radio, wireless networks, and tower hardware.

Preferred Skills

• Experience with SAP Monitoring tools including SolMan or CA Wily.

Key Skills

Education

Any Graduate