Responsibilities:
- Monitor and action SCOM Alerts for TV2
- Monitor and action Splunk Dashboards for TV3/TV2 monitoring and quires
- Monitor and action CVOC/IQ probes
- Monitor and action OSC email box as needed
- Monitor and action Lynx/Remedy queues if time sensitive
- Transfer and monitor 24x7 Toll Free OSC phone line
- Escalate issues to TS Dev/OPS T4 teams as needed
- Take Inbound or Escalate issues to Vendors Service Centers/NOCsteams as needed
- Escalate issues to Leadership/TELUS Event Management teams as needed
- Follow Incident Management processes
- Document and communicate incident timelines/provide follow-up information as needed
- Provide after hours Tokens to TELUS Vendors as needed
Required Skills:
- Proficient in Optik TV/TV2 and architecture/infrastructure (MediaRoom)
- Proficient in Pik TV/TV3 and architecture/infrastructure (MediaFirst)
- Proficient in Microsoft/Linux servers
- Proficient in F5
- Experience in System Administration and/or NOC Administration
- Understanding AVPipeline concepts
- Should be able to demonstrate basic troubleshooting steps
- Knowledge of DNS, TCP/IP, and DHCP
Technologies and Tools
- IP television (IPTV)
- Scripting: PowerShell, Perl, Python, Extensible Markup Language (XML)
- Windows 2008 R1/R2 & Windows 2012 Server technologies
- Experience with Linux server administration
- Splunk: Monitoring and Alerting
- Active Directory and Identity Management
- Microsoft (MS) System Center Configuration Manager (SCCM), Internet Information Services (IIS), System Center Operations Manager (SCOM)
- Structured Query Language (SQL)
- Middleware Tools
- Lynx
- Remedy
- NuCool
- CVOC
- Outlook Email
- Google Docs
- Wiki
- OAP
To be successful in this role:
- Familiar with Telecoms industry, especially when it comes to Assurance for IPTV
- Work well in stressful situations
- High ability to dig down, correlate and map different data sets to help root cause systemic issues
- Logical mindset
- Comfortable communicating with executives/engineers/vendors/front line agents during outages/degradations
- Autonomous when something in the data looks wrong, is able to identify the data missing to further the correlation and move forward
Additional Job Description:Provide Tier2 operational support for a range of critical applications.
