Job Description:

Primary monitoring and escalation point for identification, troubleshooting and resolution of events affecting customer production environments.
Monitoring and escalation of critical application as per the SOW.
Generate and publish Application performance report
Provide notification to customers and the service teams for Severity 1 events.
Ownership of Severity Level 1 communications bridge handling the entire life cycle of the ticket to resolution.
Central point of contact for technical support teams including status updates for on-going incidents/events.
Must have aptitude and attitude to learn / work on new technologies.
Should be willing to work in shifts 24x7.
Create, update and document system processes and tasks as required.
Work closely with network engineers, systems administrators and software engineers regarding technology and hardware upgrades.
Work Closely with Wireless technology groups
Cisco IOS and APIC
Juniper JUNOS
Palo Alto firewalls
Wireless technology ( Cisco , Aruba , Juniper Mist , Meraki)
SDN Technology ( SDWAN , NSX or Similar)
Layer 2 and 3 network concepts
Routing protocols, OSPF and BGP
Troubleshooting connectivity issues
WAN networking concepts
Network documentation
IT Service Management applications
Monitoring Tools & automation concepts

Basic Requirements

4+ Years supporting event monitoring is preferred.
Hands-on experience with the following:

o Alert monitoring tool experience required. HP Open View Operations –SolarWinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.

o Incident Management and handling

o ITSM Tool (ServiceNow) exposure

o Telecommunication Equipment Knowledge (Radio, Wireless Networks,

o IT communication Tower Hardware.

o Application monitoring experience, SAP Monitoring preferred. ( Tools – SolMan, CA Wily)

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