What You Will Do
Own the information capture and resolution of network tickets, ensuring accurate information is captured at each step of the issue life-cycle in the ticketing system.
By providing technical Investigations, use data, metrics, analytics, and incident management techniques to decrease the number, severity, and duration of incidents. Manage ticket SLA and keep stakeholders informed at every step of critical incidents.
Provide data-driven analysis on the performance of our IoT using historical data to identify potential incidents and give recommendations for preventive maintenance.
Monitor all dashboards to track and identify trends and patterns. Address recurring issues proactively, as well as report on their performance regularly.
Provide support on the implementation of Hardware/Software Test and Roll-out which includes but is not limited to creating a roll-out plan, backout plan, and reporting on the impact/success of the change.
Work closely and collaboratively with other stakeholders, including Field Maintenance to establish best practices in maximizing the uptime of the monitored systems.
Perform other duties as and may be assigned.
What You Will Bring
University degree in Engineering or a technical field
Basic understanding of network monitoring concepts and management tools e.g. Grafana, Nagios. Familiarity with ticketing systems e.g. Freshservice, Zendesk, BMC Remedy.
Basic understanding of network management processes i.e.Incident Management, Change Management, and Event Management.
Good knowledge of data analysis. Skilled with SQL and Python for data analysis will be an advantage.
Because this position will work within a live production environment where urgency is critical, you must be calm under pressure, have excellent time management skills, and possess the proven ability to recall extensive technical knowledge quickly.
2+ years of experience working with electronics and embedded systems
Strong communication and interpersonal skills
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