Support Engineer III

Summary:

We are looking for a passionate, hard-working, and talented Call Leader who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team. As a member of OCC, you will be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up. This is an opportunity to contribute and build a support and process model which will impact Company at a global level. You'll be surrounded by people who are wickedly smart and believe that world-class service is critical to customer happiness.

Responsibilities:

• Major Incident Management
• Stake Holder Communications
• Builder Mindset

Requirements:

• 5 years in Global Incident Management
• 2 years of Problem Management experience
• Experience in a network-focused hands-on technical role working with IP routing protocols/technologies and platforms in large-scale data center and/or WAN network environments
• Experience supporting Field IT and Operation Partners in resolving and communicating high-severity problem impacts, defining root cause, and driving tasks to remove future risk
• Experience communicating cross-functionally and across all management levels
• Experience with project management
• Good exposure towards ticketing tools and integration
• Technical experience in one or more IT-related fields including networking, Linux administration, Microsoft administration, and/or Cisco network configuration and management
• Some experience in one or more of the following: Working in a Linux/Unix environment. Possess scripting skills or have the desire to learn them specifically, Python, Perl, or Shell
• Detail-oriented, excellent analytical skills, and a strong team player who works well with an immediate and extended team and consistently puts the team above oneself

Required Skills:

• Ability to work in and keep up with a fast-moving environment via effective prioritization and time management
• Experience working in virtualized enterprise networking environments

Preferred Skills:

• 5 years in Global Incident Management
• 5 years of Problem Management experience
• Experience in a network-focused hands-on technical role working with IP routing protocols/technologies and platforms in large-scale data center and/or WAN network environments
• High degree of ownership in all matters within IT infrastructure and root cause analysis
• Experience in high-severity triage, escalations, and issue management
• Experience in ticketing tools and its functions
• Thorough understanding of TCP/IP networking, IP routing, Server Load Balancing, Network Security architecture and core technologies such as IP, TCP, OSPF/IS-IS, BGP, MPLS, Server Load Balancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.
• Experience with one or more of the following: router, server load balancer, and firewall vendor platforms: Cisco or Juniper
• Experience in one or more of the following: Working in a Linux/Unix environment. Possess scripting skills or have the desire to learn them specifically, Python, Perl, or Shell
• Demonstrated problem-solving ability
• Superior technical aptitude
• Proven ability to manage complex tasks
• Strong analytical skills

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