Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.
Our customer provides property information, analytics, and data-enabled services in North America, Western Europe, and the Asia Pacific. The company provides its services to mortgage lenders, brokers, credit unions, commercial banks, investment banks, fixed-income investors, real estate agents, MLS companies, property and casualty insurance companies, government agencies, and government-sponsored enterprises.
The project is a Network Operations Center Support for our customer.
Monitor email or inbound phone calls alerting of incidents;
Monitor ticketing system with follow up on open/overdue tickets, ensure that tickets are appropriately updated by IT staff;
Establish Conference Bridge, bringing the appropriate resources together to work the incident;
Follow notification procedures, including internal notification to appropriate distribution lists in response to systems incidents;
Document steps and timeframes to resolution;
Prepare shift change documentation, identifying any incidents, observations or required follow up;
Identify deficiencies or possible improvements in monitoring tools or configuration;
Follow change management procedures;
Identify procedural deficiencies and suggest improvements leading to a higher level of customer service;
Identify monitoring deficiencies and suggest and/or executes on implementing those changes;
Provide “eyes on glass”, responding to any alerts per the documented procedures. This may include taking a prescribed action to resolve the issue (e.g. recycling IIS);
Notify documented on call resources of an incident, escalating as necessary if no response;
Work with Incident Management Team to facilitate necessary communications;
Contribute to the maintenance and improvement of the monitoring tools by escalating issues to NOC mgt;
Document all activities and participate in “shift turnover”;
Update and improve NOC response procedures (currently hosted in SharePoint);
Perform required daily/weekly/monthly systems maintenance tasks as established by Production Support Teams;
Participate in incident follow-up/review as appropriate.
1+ years of directly related experience;
Experience and technical aptitude related to the operations of applications, operating systems (Windows and Linux), networks and data-centers;
Knowledge of supported Production Support software, environments and methodology. (SolarWinds and/or App Dynamics as a plus);
Flexibility in work schedule based on coverage requirements;
Strong written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers;
Ability to multi-tasking, ensuring that while involved with one activity other alerts do not go un-detected;
Upper-intermediate English level (B2) or higher.
Competitive compensation depending on experience and skills;
Individual career path;
Social package - medical insurance, sports;
Sick leave and regular vacation;
Partial coverage of costs for certification and IT conferences;
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