Telecordia NE 1st Level Engineer

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 NETWORK ENGINEER (NE) 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 NE 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

KNOWLEDGE AND SKILLS

- Experience leading technical support teams 
- 2+ years' experience in an hands-on application support
- 1+ years' experience in supporting and operating TelcordiaNE
- Extensive problem solving and debugging skills
- Experience in providing services to agreed SLA's and OLA's
- Experienced in Problem and Incident Management