Telecordia Granite 1st Level Engineer

- Experience leading technical support teams 
- 2+ years' experience in an hands-on application support 
- 1+ years' experience in supporting and operating Telcordia Granite 
- Extensive problem solving and debugging skills 
- Experience in providing services to agreed SLA's and OLA's 
- Experienced in Problem and Incident Management 
- Experience with working in an ITIL environment 
- Excellent interpersonal and communication skills 
- Flexible in working outside of core business hours at short-notice
- Experience with supporting Granite with multi-tier infrastructures 
- Experience in supporting and administering Granite installed over latest version of Oracle RDBMS.
- Experience with supporting Java applications and an understanding of web technology 
- ITIL Certification is a plus

JOB DESCRIPTION

- To work within the team and provide high quality operational and technical application and systems support to the end customers and internal business functions.
- Own system problems within the Problem Management process, ensuring L1 PM goals are achieved. Minimizing the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents.
- The scope of the role will be to manage the level 1 operations of Telcordia Granite application in the live environment.

SPECIFIC RESPONSIBILITIES

- Receive TT, analyze the required solution and achieve solution/restore within the agreed SLA or escalate L2 tickets and support L2 in finding solution if needed.
- Manage and Own problems raised within the Problem Management Process 
- Support in developing, coordinating and promoting the effective functioning of problem management activities across all of the Granite application components and support teams 
- Contribute to the planning of application/infrastructure releases and configuration changes 
- To examine potential areas for Service Improvement and raise proposals with the team leads and Service Manager 
- Provide technical leadership for corporate users
- Support in providing input to application/infrastructure scalability 
- Support L2 and team lead in interacting with internal teams and relevant external 3rd party vendors to trouble shoot and resolve complex problems when needed
- Maintain application monitoring and support performance tuning 
- Provide input to L2 for administering and maintaining all production environments 
- Provide input to the implementation, backup and roll-back plans 
- Act as a technical resource for internal and external projects when needed
- Support Ensuring a robust procedures and processes within the application support function remit 
- Follow appropriate client departmental and client company procedures and policies (ie change control, security and auditing, release, configuration, problem and incident management). 
- Maintain good working relationships with internal departments