Key Facts

Remote From:

Brazil

Fixed term

English

Hard Skills

Other Skills

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Troubleshooting (Problem Solving)
•
Incident Reporting
•
Verbal Communication Skills
•
Detail Oriented
•
Learning Agility

Roles & Responsibilities

Experience in support environments such as a NOC, Command Center, or Service Desk
Splunk for log analysis and creating/modifying queries
Familiarity with ticketing tools (Remedy, ServiceNow)
Familiarity with ITIL processes and incident management best practices

Requirements:

Troubleshooting and Incident Command: Handle critical incidents, 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
Vendor Coordination: 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
Service Improvement: Identify recurring issues and work with fix agents to implement preventive measures; collaborate with internal teams to enhance system reliability and performance
Collaboration and Communication: 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

Job description

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)

Responsibilities:

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.

Vendor Coordination:

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.

Service Improvement:

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

Collaboration and Communication:

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.