Requirements

PRINCIPAL DUTIES AND RESPONSIBILITIES • Aggressive leveraging of monitoring systems and reporting services to proactively ensure system events and outages are accurately documented and that all major events and outages are properly escalated, communicated and resolved. • Troubleshoots complex technical problems across multiple independent services to ensure optimal service levels and system availability. Utilizes tools to verify and validate that proper thresholds and infrastructure/application information are represented and set appropriately. Investigates major service interruptions and service interruption resolutions and may assist in ensuring future stability of infrastructure and data. • Effective communication with cross-functional and inter-departmental teams, including executive and managerial audiences, to provide clear and consistent incident progress, and resolution updates. Responds to incidents utilizing a variety of communication vehicles including: email, bridge calls, conference calls, instant messaging, and one-on-one communications • Utilizes a variety of internal and external sources to investigate technology, build knowledge, and resolve incidents. Reviews documentation, diagrams, configurations, standard operating procedures, and tools and regularly contributes to internal knowledge base and departmental documentation. • Works on multiple incidents and/or projects simultaneously. Able to prioritize and delegate incidents based on the impact to total customer experience. • Leverages opinion, experience and technical knowledge across multiple Operating Systems, and technical disciplines to lead process and technical improvements to the IT environments and overall customer experience. Acts as a point of escalation in complex, critical instances and may delegate tasks to peers and others throughout. • Maintains professional demeanor under pressure possessing a can-do attitude, to keep the resolution process moving in a positive direction SKILLS • Strong technical aptitude. • Able to adapt to change. • Problem solving skills. • Sense of urgency. • Troubleshooting skills. • Customer Service skill. • Communication skills. • syslog,snmp protocol knowledge • Zabbix,Splunk,Prtg,NSM experience a plus • Knowledge of micro-services concepts • Scripting experience (Bash,Python) • Application,OS,Database,Storage,Network and Security Devices and H/W monitoring • SLA monitoring