Position Overview
The Engineer will manage daily operations for the Alert Response Team, ensuring seamless 24x7 monitoring, alert services, and technical support for messaging products.
Preferred Qualifications
- Familiarity with messaging protocols such as SS7 and SMPP.
- Expertise in technologies like Oracle DB, SQL, Linux, and monitoring tools such as HPOVO, ServiceNow, Nagios, Grafana, ELK, and other industry-standard tools.
- Flexibility to work in a shift-based environment.
Key Responsibilities
- Ensure strict SLA compliance at every stage (initial response, issue acknowledgment, updates, service restoration, and resolution).
- Adhere to and enforce process standards across the team.
- Provide technical support to the team and deliver services exceeding contractual obligations and customer expectations through effective collaboration.
- Continuously improve application performance.
- Monitor application availability and performance 24x7, performing initial triage for product-related incidents.
- Actively oversee hosted/cloud customer applications and infrastructure, including VM.
- Resolve incidents promptly, maintaining professionalism and meeting agreed SLAs.
- Validate scheduled changes within maintenance windows to ensure functionalities are operational
- Conduct routine operational activities to maintain high availability with minimal disruptions.
- Proactively monitor infrastructure and application components to enhance customer experience.
Principal Accountabilities
- Provide technical support and ensure continuous monitoring of environments for alerts/events to maintain the effective operation of hosted VM environments.
- Drive continuous service improvement to restore service swiftly during outages.
- Develop, refine, and document monitoring policies, processes, procedures, SOPs, knowledge transfer documents, and knowledge base articles.
- Implement and utilize these resources in alignment with ITIL frameworks and KVM processes.
Skills And Abilities
- Experience in technical operations support for messaging products.
- Strong knowledge of SS7 networks and protocols.
- Proficiency in SMPP protocol and SMS flow.
- Expertise in SQL databases, RedHat Linux, and virtualization from a support perspective.
- Familiarity with monitoring tools such as HPOVO, Netcool, Nagios, and Grafana.
- Solid understanding of ITIL concepts, particularly in incident and change management.
- Working knowledge about AWS/Cloud environment
