Operations Application Engineer - Job ID 3090
About The Position
At iconectiv, trust is more than a principle - it is the foundation of the nation’s communications ecosystem. Advancing and protecting that trust is our core mission. Behind every call, text and digital interaction is a highly complex infrastructure that must remain secure, trusted and universally accessible. What appears seamless to consumers and businesses relies on an intricate network of systems, authoritative data and key processes working flawlessly behind the scenes. Our work delivers the reliability, choice and convenience that modern communications demand as the landscape continues to evolve. For more information, visit www.iconectiv.com [http://www.iconectiv.com] and follow us on LinkedIn [https://www.linkedin.com/company/iconectiv]. Your role as an Operations Application Engineer will be to provide application administration maintenance and support for Test and Production Telecommunications Service environments. You will be a crucial member of the Operations team working with NSOC Engineers and Customer Service Agents providing Tier II support to our telecommunications applications and applications. You will have the following responsibilities:
Requirements
- UNIX/Linux/Solaris application administration knowledge.
- Previous operations experience preferred - technical troubleshooting, customer support, monitoring applications and ticket/incident management, resolution and escalation processes.
- Knowledge of IT service operations and management. Experience in a customer care and technical support in an IT environment.
- Proficiency with Microsoft Office Applications Suite and SharePoint.
- Personal Attributes: Must be a Team-player and Leader - excellent coaching and training skills, excellent organizational, writing, and communication skills; customer and quality focused; highly-motivated and self-starter; innovative thinker; and able to work independently.
- Bachelor’s degree in technology related field – MIS, Computer Science, Networking, EE or ME or minimum of 5 years of relevant working experience.
- US Citizenship Required
- Hybrid employees must live within 75 miles of the iconectiv office in Bridgewater, New Jersey, which is the in-person office location where the employee will report when working in-person
Nice To Haves
- Familiarity with ITIL standards, Number Portability, iTRS and STI-PA Telecommunications Services is a plus.
Responsibilities
- Provide application administration maintenance and support for various telecommunication-based service platforms.
- Resolution of platform service issues and alarms.
- Trace data collection, log file analysis for network/application/middleware devices; service/application trouble correlation and general problem troubleshooting.
- Perform issue resolution for trouble tickets and trouble ticket management (ack, update and resolve).
- Manage and coordinate problem resolutions with multiple teams – software developers, NOC engineers, software vendors, network engineers, application administrators and customers.
- Perform platform upgrades in testing and production environments.
- Write and execute application test plans/test cases for new releases, configuration changes and builds.
- Write and test MOPs (Method of Procedures) for standardized application administration and operations practices.
- Perform post-mortem and root cause analysis for service impacting issues and generate Root Cause Analysis reports.
- Strictly adhere to standard Methods and Procedures (M&P) and Protocols defined for Operations personnel.
- Develop and maintain technical documentation required to support the platform, i.e. alarm action documents, operations best practices and runbooks.
- Develop and distribute application and SLR performance reports.
- Support annual failover testing events for all applications.
- Perform customer notifications and client interactions, as necessary and required, to support maintenance activities or service impacting events.
- Must be available to work 24 x 7 on-call rotation during off-hours to support the needs of the business: nights, weekends and holidays.
- Must be available to work Sunday Weekly Maintenance Window support rotation and other maintenance windows, as needed.
Benefits
- On the first of the month following date of hire, employees working more than 30 hours/week are eligible for medical, dental, vision, disability (short and long term) and basic and supplemental life insurances.
- Employees will be eligible to participate in our Company’s 401k plan and will be eligible for Company Matching and Automatic Contributions.
- Employees will also receive annual allotments of paid time off in the form of Vacation Days, Floating Holidays, Personal Business Days, a Volunteer Day, as well as paid holidays and paid sick leave.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
