Desired Skills and Experience

  • Manage incidents to resolution including escalations where appropriate.
  • Daily incident analysis reports for outstanding incidents.
  • Document and adjust the Incident Management processes including training appropriate personnel.
  • Organizes and performs all scheduled maintenance activities
  • Manage all projects such as AMS, Arris SLK, PKI, and ULS.
  • Provides remote assistance of hardware replacements.

  • Participate in new Product releases.- Integrate support with Production processes.

  • Bachelor’s degree in Computer Science, Engineering, Business or related field or equivalent work experience is preferred.
  • Strong understanding of ITIL and Incident Management practices.
  • Web, Mobile and Cloud experience a plus.
  • 1+ years’ experience in an Enterprise 24x7 Network Operations Center or Production Support environment required
  • 1+ years’ experience with RF.
  • 1+ years’ experience with Cisco and Arris platforms.
  • 1+ years Customer Service experience, Incident and Problem Management required.
  • 1+ years’ experience defining, implementing, and monitoring IT service level processes.
  • Technical Linux expertise in network and server administration with hands on experience.
  • Experience working in a large (1000+ server) and complex operations environments.
  • Good understanding of Cloud infrastructure (Network and Server architecture).
  • Experience with monitoring technologies.
  • Exposure and familiarity with change, problem and release management.
  • Excellent customer service skills with a professional demeanor.Must at all times be able to communicate clearly with all levels of employees, external vendors and management teams
  • Excellent organizational, problem solving and project management skills.
  • Ability to achieve specific results from little direction.
  • Ability to work under pressure being adaptable and responsive to organizational requirements.
  • Maintain high degree of self-motivation and independent decision making.
  • Ability to work and derive creative and practical solutions to complex problems in independent work environment.