Fairfield, CA (Locals only)
This is the Incident/Event Management role which applies repair or restoration procedures to network systems and applications that receive an event notification.
BA/BS in Information Technology or related field or equivalent work experience.
Minimum of 2 years’ experience in telecommunication, internet, or network operation center environments.
Has proficient knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
Qualitative and quantitative analytic & problem solving skills;
Ability to learn new concepts quickly
Organizational skills; Advanced verbal and written communication skills
Proficient in Microsoft Excel and Word
Is able to work independently or as part of a team
Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
Adheres to Work Instructions and/or processes as defined in Run Books and Playbooks
Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines.
Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment.
May require some local traveling for training, meeting, etc.
Intermediate knowledge of network protocols, software applications, and operating support systems.
Current Networking Certification; ITIL Certification.
Previous experience working in ticket management systems/ applications (I.E SMC Remedy), monitoring network devices and software operating systems.
Ability to choose from different analytical methods, approaches, and tactics to meet analysis requirements in an efficient manner
Apply Run-book procedures or work instruction steps required for scheduling, monitoring & technical support functions on the network and application interfaces.
Process routine change requests and work orders.
Perform data analysis/trending on the network and applications as per predefined documented procedures.
Monitor Change Management activities for notification of alarm suppression and post maintenance validations to take place.
May act in a lead capacity to open and manage technical conference bridges, updating incident and/or problem management tickets as needed.
Develop and distribute ongoing notifications for outages in progress as directed by Service Manager or Supervisor.
Incident Management - Manage timely ticket updates. Use run-book steps for first level break/fix restoration needs. Complete repetitive, basic maintenance activities as requested.
Event Management - Develop and distribute ongoing updates/notifications for outages in progress as directed by Service Manager/Supervisor. Initiate conference bridges for outages as part of the outage management process.
Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines or under direction of leadership
Escalates to more experienced resources on unusual or more difficult incidents
Interacts with users, IT professionals and team members typically reporting and discussing progress of projects/incidents
Able to support shift schedules as required to meet business needs
- provided by Dice telecommunication, network operations