Support Engineer

• Monitors all installed systems and infrastructure to ensure the highest levels of availability within a technical domain
• Opens triage bridge lines and updates bridge boards, engaging teams as required
• Maintains solutions that align to security, redundancy, and archiving of blueprints and strategies
• Owns event management and fulfilment items such as password resets and reporting requests
• Supports client onboarding by familiarizing new clients with technology products and services as quickly and easily as possible
• Writes and maintains documentation such as scripts and instructions and supports change activities
• Operational support of network environments: Switching & Routing (underlay and overlay) and Firewall, Traffic Management, Content Inspection, and DNS
• Identify service impact, interpret monitors, dashboards, traffic captures, and logs using: Splunk, SevOne, IBM Watson AI Ops, Wireshark, NetScout, and Gigamon
• Identify possible production failure scenarios through eyes on glass monitoring of IT infrastructure Services
• React to the failure according to business impact, and communicates with management and technical escalation
• Initiate production support triage efforts for network infrastructure incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escalate to next level of leadership as needed
• Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary follow-ups are scheduled
• Responsible for data quality and completion of incident tickets, including ensuring all impacts are accurately recorded and documented in the system of record
• Work ad-hoc reports and offline incidents at the direction of the senior team members or leadership
• Promote and enforce production governance during triage/testing and fix efforts, exercises judgment within defined procedures and practices to determine appropriate action
• Adhere to design standards and global design authority processes and procedures
• Assemble professional documents based on existing templates and ability to provide accurate work descriptions with assumptions, and caveats

Technical Analyst II

Technical Support Engineer, Mainframe Software – Storage Management