Key Responsibilities

• Resolve high-priority and complex incidents with minimal impact and within defined SLAs.
• Participate in the Problem Management process, offering permanent resolutions.
• Troubleshoot and analyze issues related to CSM components, monitoring, and network tools.
• Enhance and maintain operational documentation and contribute to the knowledge base.
• Coordinate with vendors and product manufacturers to address technical escalations.
• Recommend upgrades and continuous improvements to maintained systems.
• Support project implementation teams with engineering expertise when required.
• Draft and refine operational procedures and SOPs.
• Stay current with emerging technologies and maintain relevant certifications.

Required Experience & Skills

Experience:

• Minimum 8 years of L3/TAC level support experience in telecom or enterprise IT environments.

Technical Skills:

• Expertise with Monitoring Tools: OBM, NNMi, OMi, SiteScope, SolarWinds, APM, Zabbix.
• Proficient in Microfocus Applications: OpsBridge, NNMi, OPTIC Reporting, Network Automation.
• Strong scripting abilities in PERL, SHELL, VB, PowerShell, Kusto, Python.
• Experience with databases: MS SQL, Oracle, Postgres, Sybase IQ, Vertica.
• Familiarity with network tools like traffic generators and analyzers.
• Fine-tuning experience with tools like OBR, NPS, BVD, Airwave, and SiteScope.
• Skilled in managing onsite technical resources and vendor/customer coordination.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong analytical, problem-solving, and documentation abilities.
• Customer-oriented mindset and ability to perform under pressure.
• Effective team player with mentoring capabilities.
• Awareness of ITIL best practices and strong IT literacy.