Operations Support Engineer (L3)

This is a remote position.

ITTConnect is seeking an Operations Support Engineer - L3 to work remotely for a client in the US. This is a long term position with a client that is a global leader in consulting, digital transformation, technology and engineering services present in nearly 50 countries. The end client is in the Telecom area (internet, cable TV).

Job location: Remote, work from home anywhere in Brazil.

Only resumes in English will be reviewed. All interviews will be in English only (must be fluent)

Troubleshooting and Incident Command:

• Handle critical incidents, including major outages or service disruptions.
  
• Prioritize Incidents per documented standards
  
• Investigate complex technical issues escalated from Monitoring tools or Tier 2 support.
  
• Analyze logs, system performance data, and network traces to identify root causes.
  
• Collaborate with cross-functional teams to resolve incidents promptly
  
• Document incident details, resolutions, and lessons learned.
  

• Act as the liaison between the cable TV provider and syndicated vendor partners.
  
• Engage with vendors to troubleshoot issues related to hardware, software, or services.
  
• Ensure timely communication and follow-up on vendor escalations.
  

• Identify recurring issues and work with fix agents to implement preventive measures.
  
• Collaborate with internal teams to enhance system reliability and performance.
  

• Work closely with Fix agents and other teams.
  
• Provide clear and concise updates to stakeholders during incident resolution.
  
• Participate in regular meetings with vendors to discuss priorities and improvements.
  

Requirements

• Experience in support environments such as a NOC, Command Center, Service Desk
  
• Splunk for log analysis, and for creating/modifying queries.
  
• Familiarity with ticketing tools, i.e. Remedy, ServiceNow, etc.
  
• Expertise in computer networks, internet traffic, monitoring tools.
  
• Willing to support "on call" during off hours and weekends on a rotation basis
  
• Familiarity with ITIL processes and incident management best practices.
  

 Nice to have:

• Experience on cable TV products and/or Telecom.
  
  

Soft Skills/Expectations:

• High learning agility for both operations and client-specific domain information.
  
• Keen attention to detail.
  
• Clear written and verbal communication.
  
• Collaborate with a variety of team members or work independently to achieve desired outcomes.
  

Benefits