Desired Skills and Experience
- Support Product engineering teams on Application and network architecture in the arena of IMS, Broadsoft, MGW, and 911 Emergency Services
- Interoperability and interconnection testing in the Production environment
- Ability to troubleshoot/repair all but the most complex issues following protocol and support maintenance activities as required with minimum supervision and guidance.
- Lead technical outage bridges/engage appropriate resources to drive issues to closure.
- Acts as an advocate for Engineering Operations procedures, policies, and processes.
- Ensures duties/behavior complies with Company/department standards.
- Tracks and reports operational workflows; maintains records of results and feedback.
- Analyze data and metrics, identify problem areas & provides actionable insight.
- Contributes to changes/growth; providing seamless & minimal impact to team/partners
- Analyzes problems & offers better alternatives in process, design &/or configuration
- Provides training and guidance to team members as needed
- Attains industry standard certifications and education
- Consistent exercise of independent judgment and discretion in matters of significance
- Regular & consistent attendance. Must be able to work nights and weekends, variable
- Ability to be organized in a highly volatile environment & work ever changing priorities
- Ensures commitment to Regulatory Compliance needs which are a critical priority & subject to fines
- Ability to communicate professionally with external customers according to established protocol
- Acts as 24/7 customer support for critical issues based on an on call schedule or during emergencies
- 1+ years in a NOC & 3+ years in-depth troubleshooting experience of complex large scale enterprise application server environment(s).
- Experience in an ISP-like environment involving 24/7 support is HIGHLY desirable, as well as experience in formal ticketing systems and a demonstrated ability to work in a metrics based service desk that tracks progress through analytics
- In-depth knowledge of OSI layers 1-7 and an ability to troubleshoot and categorize issues accordingly and then engage the appropriate fix agents in a timely manner if they are not able to affect a fix
- Must have an understanding of the various components of a large scale enterprise system such as: IP routing, TCP traffic analysis, application flows, switches, web servers, web services, DHCP, DNS, SQL/RDB backend systems, IP Management, LDAP, HTML/XML
- Hands-on experience or exposure in the following: MSO (Multi-Service Operator / cable provider) supporting video, high speed data services &/or telephony/IP Networking protocols & systems including SIP, SSH, TCP/IP, DHCP, DNS, TFTP, ToD, ARP, IP, TCP, UDP & SNMP/Transport & Voice Equipment familiarity (i.e.: BTS, CedarPoint, MGX)/DOCSIS Cable modem technology/ IP subnet management/LDAP Directory Servers/Sun/Solaris hardware/software platform/ Cisco Hardware & IOS (routers, switches, CMTS)/UNIX (Solaris) & LINUX/ Programming skills in: Perl, PHP, C, C++, JavaScript (Node.js), all UNIX Shell Scripting plus skills with web based embedding (HTML, CSS, XML, etc.), SQL or noSQL (MongoDB, Riak)/system and application level monitoring solutions. Examples include Netcool, Concord, Wily, Nagios, SevOne, Spectrum & Network Node Manager
- Solaris/LINUX/UNIX Certification &/or WebLogic Certification
- Bachelors of Science in Computer Science, Telecommunications Engineering, Computer Information Systems, or equivalent work experience, or 5+ years work &/or industry related experience.