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Core Incident Management:
- Troubleshoot and resolve incoming incidents related to office infrastructure (AV, Print & Network) within defined target times, using judgment to determine if an incident requires troubleshooting or routing to a service manager team, working with team members and cross-functional partners to deliver solutions
- Use runbooks and technical judgment to determine the scope and severity of incidents, involving stakeholder teams as necessary and escalating roadblocks and risks when needed while learning best practices for operations
- Correlate concurrent incidents related to a common root cause and aggregate them into a single parent incident
- Make trade-offs between time and resources when managing incidents, balancing multiple priorities in a fast-paced operational environment
Technical Troubleshooting & Vendor Coordination:
- Coordinate with Internet Service Providers (ISPs), telecom carriers, and infrastructure stakeholder to troubleshoot circuit issues, connectivity problems, and network outages
- Document incidents clearly and concisely, contributing to troubleshooting guides and operational procedures that improve team efficiency
Communication & Reporting:
- Effectively communicate regarding office infrastructure health trends as they happen
- Participate in Major incident bridges, providing telemetry and driving resolution
- Provide verbal and written summaries of events, incidents and problems to leadership teams, communicating technical issues and resolutions
Continuous Improvement & Knowledge Sharing:
- Contribute to operational excellence by identifying process improvements, documenting lessons learned, supporting root cause analysis, and advocating for continuous improvement in office customer experience
- Train new team members on network troubleshooting procedures, incident management workflows, and OMC operational processes
Operational Requirements:
- Work in a 24/7/365 follow-the-sun operational model, providing support across multiple time zones and maintaining shift flexibility
- Handle on-call support during off-business hours
About the team
Operations Management Center (OMC) within IT Services is the primary point of triage for corporate incidents across Network, Print, and AV (Audio Visuals) infrastructure systems. Triaging is a critical process enabling correlation, alerting, and engagement to reduce infrastructure down time. Our responsibility is to process incoming volumes by adhering to Standard Operating Procedures (SOPs), dispatching, triaging, resolving issues, or escalating to cross-functional teams or higher tiers of support, following a 24/7/365 follow-the-sun model.
- 2+ years of network engineering and deployments for large-scale networks in a corporate environment, including hands-on physical infrastructure installations, hardware integration, racking, and cabling experience
- 2+ years of physical layer technologies experience
- 2+ years of network administration experience
- Experience in internet routing protocols and concepts: TCP/IP, BGP, MPLS, ISIS and/or OSPF
- Work in a 24/7 environment
- Experience working in a network planning, network construction/implementation, or commercial implementation role at an ISP, telecoms operator, or Hyperscaler
- Experience in networking administration and troubleshooting
- 2+ years hands on experience with Cisco routers/switches/firewalls.
- Demonstrated track record dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment
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Job ID: 146213455
