Resolve high-priority and complex incidents with minimal impact and within defined SLAs.
Participate in the Problem Management process, offering permanent resolutions.
Troubleshoot and analyze issues related to CSM components, monitoring, and network tools.
Enhance and maintain operational documentation and contribute to the knowledge base.
Coordinate with vendors and product manufacturers to address technical escalations.
Recommend upgrades and continuous improvements to maintained systems.
Support project implementation teams with engineering expertise when required.
Draft and refine operational procedures and SOPs.
Stay current with emerging technologies and maintain relevant certifications.

Experience:

Minimum 8 years of L3/TAC level support experience in telecom or enterprise IT environments.

Technical Skills:

Expertise with Monitoring Tools: OBM, NNMi, OMi, SiteScope, SolarWinds, APM, Zabbix.
Proficient in Microfocus Applications: OpsBridge, NNMi, OPTIC Reporting, Network Automation.
Strong scripting abilities in PERL, SHELL, VB, PowerShell, Kusto, Python.
Experience with databases: MS SQL, Oracle, Postgres, Sybase IQ, Vertica.
Familiarity with network tools like traffic generators and analyzers.
Fine-tuning experience with tools like OBR, NPS, BVD, Airwave, and SiteScope.
Skilled in managing onsite technical resources and vendor/customer coordination.

Soft Skills: