Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems
Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach
Analyze L2 support requests from individual business units, take action to resolve the issue and/or escalate them to relevant teams
Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts)
Monitor the service components using monitoring tools such as Dynatrace
Monitor maintenance announcements of platform providers and inform related teams
Work in shifts to ensure the platform is up and running 24/7, based on shift rotations defined and participate in planned activities
Keep the services up at highest quality and availability
Troubleshoot and provide permanent or workaround solutions to customer complaints in timely manner
Identify, prioritize, escalate issues (when required) to the appropriate teams
Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status
Job Requirements
Education and Experience
Education: Bachelor's degree in Business Information Technology, Computer Science and any related field
Experience:
Knowledge/experience with Javascript or Java programming language;
Some experience/knowledge about databases, database queries: SQL, Oracle PLSQL, Oracle DB, Postgres;
Practical experience dealing with network issues;
Practical experience with Linux
Technical Skills
Knowledge on Software Development Life Cycle (SDLC)
Knowledge on working with Ticketing environments (Jira, service desk)
Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)
Strong problem-solving skills with good communication
Ability to work under pressure with high sense of urgency
Ability to work in flexible hours
Good level of English
Experience with Event Driven Architecture, RabbitMQ, Dynatrace
Knowledge on writing scripts for automation purposes
Knowledge on Linux operating system
Well-rounded experience with multiple operating systems, Web technologies, and test environments
