Customer Support Engineer - OMS, Outage Storm Assist
About The Position
Bachelor's degree in Electrical Engineering, Computer Science, or related field. Strong knowledge of Distribution Management Systems (DMS), OMS, and SCADA. Hands-on experience with OMS platforms (Oracle, Siemens, or similar). Understanding of utility operations, storm management processes, and crew dispatch workflows. Technical proficiency in Linux/Windows server environments, networking, and relational databases (Oracle/SQL). Familiarity with integration protocols (CIM, ICCP, MultiSpeak, web services APIs). Strong problem-solving skills with ability to work under pressure during critical events.
Requirements
- Bachelor's degree in Electrical Engineering, Computer Science, or related field.
- Strong knowledge of Distribution Management Systems (DMS), OMS, and SCADA.
- Hands-on experience with OMS platforms (Oracle, Siemens, or similar).
- Understanding of utility operations, storm management processes, and crew dispatch workflows.
- Technical proficiency in Linux/Windows server environments, networking, and relational databases (Oracle/SQL).
- Familiarity with integration protocols (CIM, ICCP, MultiSpeak, web services APIs).
- Strong problem-solving skills with ability to work under pressure during critical events.
Responsibilities
- Provide L2/L3 support for OMS applications and Outage Storm Assist modules.
- Monitor and troubleshoot real-time OMS functions including outage prediction, call handling, crew management, and restoration tracking.
- Assist utilities in storm preparation, active storm support, and post-event analysis.
- Ensure system stability, scalability, and performance during high load conditions.
- Collaborate with dispatchers, field crews, and utility operators to resolve operational issues.
- Perform incident management, problem resolution, and RCA for critical system issues.
- Support release management including testing, deployment, and validation of patches and upgrades.
- Document knowledge articles, runbooks, and storm response best practices.
- Provide customer training, simulations, and workshops on OMS storm features.
- Drive process and tool improvements to reduce restoration times and enhance outage communications
- Ensure adherence to ITIL processes for incident, problem, and change management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Number of Employees
5,001-10,000 employees
